Knowledgebase for agents

[Christof Hurst]

Hi,

we want to build up a knowledgebase for agents from within the ticket. Kind of instructions for agents, but not visible for customers in normal knowlegdebase. Restricting pages does not work because these are also indexed and title ist displayed but then empty page is shown.

The key feature is only

• the agent can search from within the ticket or get suggestions
• best: articles stored in Confluence

Any ideas or best practises?

BR

Christof

[David Friedrich]

Hi Christof,

to make 100 percent sure to separate between articles for your customers and for your agents you should use separate confluence spaces.

Afaik there is no option to restrict articles only to your agents within the same kb. However there is this workaround to achieve this under certain given circumstances:

https://confluence.atlassian.com/jirakb/restricting-knowledge-base-articles-to-a-group-of-customers-1224782654.html#:~:text=There%20is%20no%20option%20that,users%20from%20specific%20known%20domains.

Hope that helps.

[Elena Lurye]

Hi @Christof Hurst 

Either separate Confluence Spaces with different access settings, or you can use labels (there is an option to display articles with specific labels only for each request type).

Personally, I like 2 Spaces option better as it eliminate the need to remember about labels all the time.

See my attachment - create 2 Spaces, one open for Portal, one for Confluence users only.

On the internal one, update the permissions to include your agent group only (note that you would need license for these agents and free plans and plans included with your JSM don't allow you to set Space permissions).

If you have free plan for Confluence, use labels. In this case, add label "external" to any articles that you want to be searchable on the Portal, and don't add this label to internal articles.

[Christof Hurst]

Thanks, this is at least an 80% solution as some customers also have Confluence Licenses. But I think it will fit in most cases.

BR

[Elena Lurye]

That's why you would lock the agent's (internal) Space to be accessible by Agents only. Other users will not be able to view the content.

[Christof Hurst]

Sure, but they will see empty pages if they have no access but a license. It will fit in most cases.

[Elena Lurye]

I am not sure this is the case. I just tested it. If I am a Confluence user but don't have access to that internal Space, these locked pages don't come up in search. See print screens bellow (first for regular Confluence user without access to that Space, and second one - admin search)

[Christof Hurst]

Maybe this was one of the various bugs.