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Best practice multi-interface KB

Received Response
edited Jul 3, 2015 8:55AM in Knowledge Management 3 comments


Hi everyone :-)

Some background info: We are working with multiple interfaces and some of them have the same language

We use the KB for our internal agents but each agent should only see the answers of his interface. From reporting perpective this is easy to achieve (Filter on access level) but we are facing a problem regarding answer creation.

If you create an answer from an incident you need to set up rules so the answer gets the correct access level. The possibilies you have in the business rules explorer are very limited. We thought about a rule using the answer language but as we have some interfaces with the same language this wont work. Also a rule on product/category wont work as we use the same structure across all interfaces. So at this moment we have no idea how to set up the rules so the correct acces level will be set.

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