Question

If I want just the CSM agents to read knowledge articles but no other group, what rules/ permissions should I place on the knowledge base?

A. Remove existing users (snc_internal)
B. Add record in 'Can Read' related list
C. Assign user criteria roles sn_customerservice_agent, sn_customerservice.consumer_agent to
D. All of the above

Answer 1

To restrict access to knowledge articles for only CSM agents, you should remove all default user access, create a 'Can Read' entry for CSM agents, and assign user criteria roles to these agents, making the answer D. All of the above.

Step-by-step explanation:

If you want to restrict knowledge articles in a knowledge base to be readable only by CSM agents and no other groups, you should apply a combination of rules and permissions. Here's how you can do it:

• Remove existing users (snc_internal). This ensures that the default users who have access to the knowledge base are no longer able to view the articles.
• Add a record in the 'Can Read' related list. This step involves specifying which users or groups should have read access to the knowledge base. By only adding CSM agents here, you restrict access to this group alone.
• Assign user criteria roles sn_customerservice_agent, sn_customerservice.consumer_agent. User criteria roles determine the necessary roles a user must have to view content. By assigning these roles, only users with these roles will be able to view the knowledge articles.

The correct answer would therefore be D. All of the above, to ensure that only CSM agents can read the articles and no other groups or users have access.