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
@Fredrikhoglind we are currently working on extending the functionality of restricted access articles so that users can make articles accessible to only users logged into your HubSpot portal. This will stop the need of having to use contact lists to restrict articles for internal use only.
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: email@example.com -- I'd expect a beta release in the next few weeks 🙂