Permissions Required for Accessing Knowledge Section
What permissions are needed for agents to access the Knowledge section?
For agents to access the Knowledge section in Zendesk, they need to have 'Agent' permissions for 'Guide'. If agents only have 'Viewer' permissions, they may experience inconsistent access, with some agents able to access the Knowledge section and others not.
Ensuring that all agents have the appropriate 'Agent' permissions for 'Guide' will help prevent access issues and allow them to fully utilize the Knowledge section's features.
More related questions
What is the Knowledge section in Zendesk's Agent Workspace?
The Knowledge section in Zendesk's Agent Workspace is a tool that allows agents to access and manage content from your knowledge base and community forums directly within the ticket interface. This feature enables agents to search for relevant…
How can agents use the Knowledge section to improve ticket handling?
Agents can use the Knowledge section to enhance ticket handling by searching for and linking relevant content from the knowledge base and community forums directly to the ticket. This allows them to provide accurate information quickly. They can…
Why might agents see 'You don't have access' in the Knowledge section?
Agents might encounter the 'You don't have access' message in the Knowledge section if they are not part of the user segment applied to the articles. This restriction prevents the Knowledge section from returning any content for those agents. To…
How can agents flag articles for inconsistencies in Zendesk?
Agents can flag articles for inconsistencies directly from the Knowledge section while working on a ticket. This action creates a ticket to address the flagged article, allowing for corrections or updates to be made. Flagging articles helps…
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