1 risposta
I recommend consideration the following when looking at Article Type permissions.
1. Who you would like to expose the articles to as you might have different access rights for Partners, Customers and employees. In most cases you will not want partners or customers to edit or delete published articles.
2. The process needed to publish and article. If you let partners or customers create articles you will need to have a more extensive review and approval process.
3. You will need to define how the role hierarchy to control the visibility to data categories. For example you might have Product and/or Location data categories so the location of the user would be very important if you want to segment the data by location.
4. Branding and customized layouts. You might have different branding and layouts for external partners and customers.
5. Search ability for your articles (article types and categories). I recommend you minimize article type and data categories to make it easier for support reps to filter the data.
6. How the different users will access the articles and article management tabs (Call Center App, Custom App and/or Service Cloud Console App).
