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Allow for private knowledge base articles

While we want most knowledge base articles to be public, there are some we want to keep private so that only our customer service representatives can view them. For example, a customer might ask a question that's sensitive, and we want to have an article for reps on how to respond to the question. So, ideally:

 

  • Enable a "Private" setting on knowledge base articles
  • Only allow certain users (maybe admins) to toggle this off once it's set
  • Don't show private articles in public knowledge base
  • Don't allow these articles to be searched through the chatbot interface or the knowledge base search box
21 Replies
atma
Top Contributor

Doesn't the Archive feature serve this purpose?

simonsmith
Regular Contributor

Hmm, didn't think of that. I'll see if it works in this case.

mollymetzger
Occasional Contributor

I would love to be able to show knowledge base articles to a visitor based on their lifecycle stage.

 

That way, our customers can get more detailed and in-depth articles that we don't want our leads to see yet. 

simonsmith
Regular Contributor

@mollymetzger I like that idea too. Maybe there could even be the ability for dynamic content within knowledge base articles, so people see different content depending on variables such as the HubSpot list they're in. 

tomaylott
New Contributor

Knowledge Bases are a great feature to introduce, but some permissions flexibility would make it incredibly flexible. Some sort of basic tiered system (Only Me, Only Selected Users, Password Protect, Anyone with the link, whole organisation, Public) would really expand what they can be used for. It'd certainly give an extra layer of usefulness for things like internal / client training on technical / behavioural subjects!

Community Thought Leader

While we've upvoted this idea and completely support it in concept, we don't think it's reasonable to expect HubSpot to 'guarantee' that knowledge base content set to anything other than public will be 'private' to our organization, specific users, contacts, or otherwise. By design, the knowledge base product content is intended for public consumption.

(see image)

hubspot-service-hub-knowledge-base.png

 

We suspect the entire KB product was built around this public viewing model. Simply setting some KB pages to 'no index no follow' probably wouldn't be a strong enough incentive for any organization to trust that their 'private' content would remain private and not somehow end up in a search engine somewhere.

 

Furthermore, adding a tiered layer of view settings on top of the KB would cerainly need to be accompanied by stricter user publication controls over who was permitted to both originally set content private and who was permitted to change that setting (if ever).

 

Just a few thoughts for anyone who may even consider entering 'private', 'confidential', 'proprietary', or otherwise 'sensitive' information into ANY KB on any SaaS platform in today's climate where so-called confidential business commuications can be seen spralled all over the internet.

 

Hope that adds to the discussion for the product team.

 

 

Best,
Frank

 


Your Remote HubSpot Partner

www.MFrankJohnson.com


Please add @MFrankJohnson to your message if you'd like me to reply.

The_Dude
Regular Contributor

Our use case scenario is where we would have an internal knowledge base where our Sales Team can access anytime/anywhere.  This is particulary useful when they need info at their fingertips during a client meeting.

Another use case would be access to IT specific articles (network diagrams, API documentation, encryption docs and any other NDA binding documention).

Please make this happen since this is a feature that many of Hubspot competitors are offering.

 

 

tomaylott
New Contributor

Capture.PNG

 

Even something like the password requirement on pages would probably satisfy a lot of usage cases. I totally get what @MFrankJohnson is saying though.

CaptainWasHere
Occasional Contributor

 +1

 

We definitely need this. We would love to use this for internal training as well as public FAQ. 

zefazef
New Contributor

 Hi, it's a great idea !