Setting agent editing and publishing permissions on knowledge base articles

What's my plan?

Suite

Team, Growth, Professional, Enterprise, or Enterprise Plus

Support with

Guide Professional or Enterprise

Management permissions define editing and publishing rights for a user segment of agents. You apply management permissions to an article to determine agent editing and publishing rights for that article. The following options are available, but vary according to your plan:

• Administrators enables only Guide admins to edit and publish the article. This option is selected by default on new articles.
• Agents and admins enables all agents and admins to edit and publish the article.
• Editors and Publishers (Enterprise plans only), enables all agents and admins to edit this article but only admins can publish the article. This option appears only if it's been activated.
• Custom management permission enables specific user segments to edit and publish the article.

Depending on your account, you might also have an Agents and managers management permission pre-generated for you.

You apply permissions at the article level, not the section level. Guide admins can apply any management permissions to an article. Agents can apply only the management permissions they belong to.

Tip: You can update permissions for articles in bulk (see Updating articles in bulk). If you want to set permissions for all articles in a section, first create an article list filtered by the section, then update the permissions for those articles in bulk.

Management restrictions do not apply to Guide admins. Admins can edit and publish all knowledge base content, regardless of the management permissions.

To apply or change management permissions for an existing article

1. In help center, navigate to the article where you want to change management permissions, then click Edit article in the top menu bar.

   

   Alternatively, in Knowledge admin, click the Manage articles () icon in the sidebar, then select an article from an article list to open it in edit mode.

2. If the Article settings panel is not displayed in the sidebar, click the Article settings icon () to expand the panel.

   

3. Click the Management card to expand the Management panel.

   

4. Under Management permissions, click the drop-down arrow, then select management permissions to determine which agents have editing and publishing rights for this article.

   You can choose a pre-built option or a custom management permission (see Creating management permissions to define agent editing and publishing rights). Custom management permissions are not available on Suite Team.

   

   Guide admins can apply any management permissions. Agents with management permissions can apply only the management permissions they belong to. Agents who do not have management permissions on the article cannot change this option.

   Note: If you are on an Enterprise plan, then agents must have publish permissions on this article to change management permissions for the article. Agents with only edit permissions on this article cannot change the management permissions.
5. Click Update settings.