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Can the user criteria be applied at the knowledge article level?
After you add user criteria, you can use the user criteria diagnostics feature to verify the access users have to a knowledge base or a knowledge article.
Why does a user flag a knowledge article?
Flagging articles for necessary improvements is a means to achieve and maintain high-quality articles. As a Remedy with Smart IT (Smart IT) user with the appropriate Knowledge or Knowledge Centered-Support (KCS) permission, you can flag an article to request for improvements and updates.
What is a Knowledge user in Salesforce?
The Knowledge User license lets you enable and administer Salesforce Knowledge and manage (create, edit, publish, etc.) articles. At first, you might only need to give the Knowledge User license to one user to create articles because all your internal uses can read articles without the special license.
Can ServiceNow read knowledge base?
Open a knowledge article in ServiceNow. In the Article Security Tab, unlock the Can Read or Cannot Read settings. Search for and add or remove users and groups to restrict read access. Groups that are created in Grouper can be found by searching in the User Criteria Records.
What is user criteria ServiceNow?
User criteria enables you to allow access to users based on role, department, group, location, or company. User criteria records define conditions that are evaluated against user records. When user criteria is defined, portal records are only visible to users who pass the defined conditions.
How do I assign a knowledge license?
Assigning a Knowledge User license makes the Knowledge pages show up in Setup….Give Yourself a Knowledge User License
- From Setup, click Manage Users | Users.
- Click Edit next to your name.
- Select the Knowledge User checkbox.
- Click Save.
Who is the owner of a knowledge article?
Owner Group —Support group from which you can select an Owner for the knowledge article. Does not affect article visibility. Owner —Name of the person who owns the article; can be the author or another user. The owner’s access limitations depend on their assigned functional roles and permissions.
How to assign content access levels to knowledge articles?
Open Customer Service Hub. Navigate to the knowledge article you want to assign content access level. From the Knowledge Article box, select Portal Knowledge Article for Interactive experience. On the Summary tab, under Related information, select Content Access Levels (lock icon) from the toolbar to add content access level.
What are the limitations of owning a knowledge article?
The owner’s access limitations depend on their assigned functional roles and permissions. BMC recommends that you assign knowledge article owners the necessary permissions to manage the lifecycle of knowledge articles. Article Form —The form that was registered in BMC Knowledge Management.
How to add a comment to a knowledge article?
Click the Activity tab of a knowledge article to view all updates made to the article. In the Add a note text box, you can enter comments, attach files, and address a person by using the “at” symbol ( @ ) sign followed by the person’s name. To use this capability, the user must have access to the knowledge article.