Customer users cannot create, edit or submit Solutions
for approval. Customers can only view Solutions in the Public Knowledge
Base, and view Public FAQs. There is
a permission option for Customer Roles that determines whether those Customers
can view the Public Knowledge Base and FAQs.
To configure Knowledge Base permissions for a Customer
User Role:
Select Administration
| Workspace | User Roles from the FootPrints
Toolbar.
Select the customer
role from the drop-down and click Edit
Role Properties.
If you have never
configured roles for this Workspace, you can select the default Customer
Read/Submit role to apply the permission to all Customer Read/Submit
users in the Workspace.
If you are using
multiple built-in or custom customer roles, you can apply the permission
to one or more of these roles. Refer
to User Roles for complete information.
There is an option
for Knowledge
Base in the Miscellaneous section of the Customer
Role Properties page. If
Yes
is selected, users can view and search the Public Knowledge Base and FAQs.
If No
is selected, the Public Knowledge Base is hidden from the users. Customers
can never view the Internal Knowledge Base or FAQs.
The next option,
Default
home page, can be configured to display Solutions or FAQs to the
customers when they first log into FootPrints (assuming they have permission to view the Knowledge Base), or
to display their Requests or the New
Request form (if they are not allowed to view the Knowledge Base).
When you are finished
changing the Knowledge Base permissions, scroll to the bottom of the screen,
enter your password and click GO.
If the users of that
role are not allowed to view the Public Knowledge Base, the Search Knowledge
Base options are removed from their interface.