KB for Agents

Question

Hi,

we want to provide infos to agents on how to solve some kind of requests. These infos should not be available in customer KB because these infos are confusing for them.

We know that we can restrict page only for agents but this will produce empty "help pages" for customers as these page are also indexed and the title will be presented. It would be nice to connect an "internal" KB only for agents.

Is there any app or functionality or workaround to do so? So solution should base on Confluence.

Best regards

Christof

Najjar _Innovura_ · Answer

Hello Christof,

To address your concern about segregating information between agents and customers in Confluence, you can follow this straightforward approach:

* Create Two Main Page Nodes:

* Internal Knowledge Base: This will serve as the dedicated space for all internal knowledge articles meant only for your agents.
* Knowledge Base: This can be the public-facing knowledge base accessible to customers.

* Set Restrictions on the Internal Knowledge Base:

* You can add restrictions to the Internal Knowledge Base so that only certain users can view and edit the content. This will ensure that sensitive or internal-only information is not visible to customers.
* Encourage your support team to organize and create any agent-specific knowledge articles under the Internal Knowledge Base node.

This setup will help you maintain a clear division between internal and customer-facing information, avoiding confusion and ensuring that each audience sees only the relevant content.

Hope this helps!

Dan Breyen · Answer

Using Confluence setup as a Knowledge Base for JSM per Atlassian's setup, I am able to restrict articles for internal use only (my agents) and external users aren't seeing them.

For the page Restrictions, I set access to 'Anyone else in this space' is set to 'No access' and then I added specific groups as 'Can edit'.

Hope that helps.