If you use Knowledge Base articles for case deflection, have you found an out of the box solution to link the access to those articles to a customer's actively owned products? If not out of the box, did you configure a customized link? #ServiceCloudWelcome #Knowledge Articles #Active Subscriptions
3 comments
Are you trying to limit the articles viewed by the customer to only the articles related to the products that the customer owns? I have seen this done through the use of data categories, where you could set up categories based on the products. Here's a post that might be helpful: https://www.salesforce.com/blog/2011/06/inside-salesforce-knowledge-data-categories-article-categorization-and-knowledge-based-security-1.html
