Using the Content Access Level for KB Articles in Customer Self-Service Portal

Suppose we have already configured Portal, created contacts and associated KB article to the Portal.

Now the scenario we want to implement is we want a particular user to have access to all the KB article and another user to only specific KB Articles.

For this, we will make use of Content Access Level concept of the portals.

Content access level can be assigned to KB Article and can also be assigned to the Contact Users.

There are 3 content access levels OOB, we can also create our own content access levels.

We have 2 users in our portal, one user we have assigned Default content access level and to another user, we have assigned Premium Users content access level.

Now let us associate content access level to the KB Article.

If we try to edit the KB Article in the Web, we will be presented with the following information

Let us open the Customer Service Hub

The other challenge we will face here is the default and the only form being displayed inside the Customer Service Hub for the KB Article doesn’t include the section or sub-grid for Content Access Level.

To add the Portal Interactive Experience Form, open the Customer Service Hub app in app designer (Settings à My Apps) and add the form, followed by Publish.

Now let us update our KB Article and associate content access levels.

Now the most important step, enabling the Content Access Levels for the website.

Navigate to Portals à Site Settings and set Value field as True.

With all the required configuration done, let us search for the keyword booking in the portal for both the users.

• User 1 (on the left)à Default Users CAL and User 2 à Premium Users CAL
• Booking Travel KB Article à Premium Users CAL.

The article is accessible only to User 2.

Now search for Instruction Manuals and Drivers KB Article which has both Default and Premium Users CAL.

As expected the article is accessible to both the users

More articles on Portals

https://nishantrana.me/2017/03/07/portal-blog-post-list/

Hope it helps..