Organise Knowledge Bases and visibility
Administrator rights for Knowledge Base configuration; article authoring and publication use separate permissions.
The Knowledge Database is your organisation's collection of Knowledge Bases and Knowledge Articles. A base groups content and sets visibility; an article holds the actual guidance, language, author, owner, version, state and optional service applicability. Knowledge is content, not another ticket type.
Before you start
Decide which content is appropriate for end users and which belongs to staff. Open Set-up → Knowledge Management with the required administrator permissions. A PUBLIC base is still within your organisation's access controls; it does not publish articles anonymously on Bourgos.com.
Steps
- Create or select a Knowledge Base with a clear purpose and name.
- Add a description and ownership group so people know who maintains the content.
- Choose PUBLIC for content whose published articles may be read by ordinary end users, or INTERNAL for staff-only content.
- Set whether the base should be active and save.
- Create ordinary articles in the appropriate base and follow their review/publication lifecycle.
- Verify both the article state and base visibility with the intended audience before recommending it for self-service.
- Review ownership and referenced articles before retiring or removing a base. Deletion is guarded when articles still reference it.
Expected result
The Knowledge Database has understandable collections, responsible owners and an audience appropriate to each base. Publication and visibility remain separate decisions.
Two conditions for end-user reading
An ordinary end user needs both a PUBLISHED article and a PUBLIC Knowledge Base. A Draft in a PUBLIC base remains unpublished. A Published article in an INTERNAL base remains internal. Direct URLs do not bypass access checks or expose hidden content.
The special instruction base
Service Desk Instructions use a dedicated INTERNAL base that is automatically created as needed and hidden from ordinary base management. Instruction articles are excluded from general article lists and customer-facing Knowledge search. Maintain them in AgentHub's Service Desk Instructions interface, not as ordinary help articles.
Important behaviour
Base visibility, article lifecycle and AgentHub agent roles are separate controls. A Knowledge Manager or ordinary administrator is not automatically an Agent Supervisor. Do not assume a visibility label or an available button grants permission for every content or instruction action.