How to make certain text visible for certain users

Service Hub Knowledge Base Tool
1

Hi there!

I’d like to set up a KB article so that if the logged in user is, say, part of the support team, then they can see more information than a customer user. For example:

Support team user sees this:

KBXXXX - Application stops with error 15.

Explanation: The service has experienced an error. Contact customer support.

Resolution: Gather logs and restart the service.

Customer user sees this:

KBXXXX - Application stops with error 15

Explanation: The service has experienced an error. Contact customer support.

Does this make sense? Is this possible?

Thanks!

A.

2

Hi @A_Nagel,

You don’t have the ability to use Smart Content within Knowledge Base articles, which could theoretically accomplish this. You can however have private and public articles which could also accomplish this, but not in the exact way you were hoping. Using this set up you would need two versions of each article: the version without the resolution and the version with the resolution.

Josh

3

Hello Josh,

Thanks for your response. It helped. :slightly_smiling_face:

A.