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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
Andrew3
Regular Contributor

Definitely want the features described here.  AND definitely want strong assurance that the knowledge base articles targeted at our team are ONLY viewable by users.  Thank-you @MFrankJohnson for very helpful advice here before I started trying to implement something not really supported.

All the other flexibility mentioned by all other commenters here would be very helpful.

Fredrikhoglind
New Contributor

This would realy help us! 

Stanczak
Regular Contributor

HubSpot just released membership-based permissions to control access to specific content: https://knowledge.hubspot.com/articles/kcs_article/cms-pages-editor/control-audience-access-to-pages...

ericpeters
New Contributor

This is exactly what we need.

Billhansenatl
New Contributor

Hubspot needs to develop a syndiation process to spread content from their KB to other specialized distribution points, with a filtering mechanism to control what content goes where. For instance a brochure site could contain useful answers commonly found on the buyer journey, while a customer portal could contain content that is more complex or not something we'd like our non-customers (or competitors) to see.  From the standpoint of someone who pays for Hubspot CMS and Hubspot KB, the current state is an integration fail. 

HubSpot Employee
HubSpot Employee

Hey Everyone!! My name is Dave and I work on the Service Hub product team -- we are about to release (into Beta) Restricted Article Access for the Knowledge Base.  This feature will allow you to password protect your KB (by article) and the segmentation of who can view this articles will be 'list based' -- ex. I have Silver, Gold, Platinum customers - as long as these folks are accurately tagged in a list, they will only be able to view those articles that list has been provisioned to see).

 

If you are interested in the beta, feel free to ping me directly: dbarron@hubspot.com -- I'd expect a beta release in the next few weeks Smiley Happy 

simonsmith
Regular Contributor

@therealdb that would be awesome!

HubSpot Employee
HubSpot Employee

@simonsmith can you shoot me an email? Just want to make sure I'm keeping track of the requests and communicating with quickly! 

HubSpot Product Team
HubSpot Product Team
updated to: In Planning
 
karengerberry
Regular Contributor

@Mike  is there a timeline on this?