Customer Portal Knowledge Base Access

The Customer Portal can provide access to Knowledge Base content that is eligible for the customer's audience.

Public articles

Public content may be available without authentication when the portal permits anonymous access.

Authenticated articles

Authenticated content requires the customer to sign in and satisfy the configured access requirements.

Finding information

Customers can browse categories, open articles, and use available search features to locate answers.

Self-service before ticket creation

Knowledge Base content can help customers resolve common questions without waiting for an agent.

When the article does not resolve the issue, the customer can continue to the appropriate support channel.

Access boundaries

The portal must not expose internal or restricted articles to unauthorized customers.

Good practices

Write customer-facing articles using language customers understand. Avoid internal process terminology unless it is necessary to complete the customer's task.