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Role-Based Knowledge Base Access and Public Articles
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Support article-level and category-level permissions within the knowledge base based on department, role, and audience. Articles should be designated as public, authenticated-user, department-specific, or role-restricted, with access enforced by the system. Public-facing articles should be accessible through the support portal without exposing internal procedures or restricted content.
Use Case
A password reset article is available to all users through the public-facing knowledge base, while a Payroll SOP is visible only to authorized Business Office staff. Users searching or browsing the knowledge base only see articles they are permitted to access, allowing the same platform to support both public self-service and internal documentation securely.
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