Creating management permissions to define agent editing and publishing rights Creating management permissions to define agent editing and publishing rights

Creating management permissions to define agent editing and publishing rights

Agent B2C Agent B2C

Suite Growth, Professional, Enterprise, and Enterprise Plusprofessional enterprise plans

Note: On Professional, edit and publish permissions are assigned together to a user segment of agents. On Enterprise, editing and publishing permissions are assigned separately, so that they can be assigned to different user segments.

Management permissions define editing and publishing permissions for agents. You apply management permissions to an article to determine agent editing and publishing access for that article.

There is one pre-defined management permission, plus a pre-defined editor and publisher permission that can be activated if you are on Enterprise:
  • Managers is active by default and gives only Guide admins edit and publish permission.
  • Editors and publishers (requires Enterprise), gives all agents and admins edit permission, but gives only Guide admins publish permission.

Depending on your account, you might also have an Agents and managers management permission pre-generated for you. You can create custom management permissions as needed, up to 200.

Creating management permissions for agents

Management permissions include editing and publishing permissions. You can grant management permissions to any agents, including light agents, so that they can participate in the article creation and management process.

 

To build management permissions, you choose a user segment, see Creating user segments to give those agents editing and publishing permissions. You then apply that management permission to the appropriate articles. You must be a Guide admin to create management permissions.

To create management permissions
  1. In Guide Admin, click the User permissions icon () in the sidebar.
  2. Click Management permissions.
  3. Click Add new.
  4. Enter a name for this management permission.
  5. Click Apply user segment to assign permissions to a user segment of agents.

    You can choose only staff member user segments, not end-users. You can apply multiple user segments.

    • On Suite Growth and Professional or Guide Professional, you assign edit and publish permissions together, to a user segment of agents.

      Agents with edit and publish permissions can view, create, and update articles, as well as submit for review, publish, unpublish, and archive articles, where this management permission is applied. See the complete list of agent privileges.

    • On Enterprise plans, you assign edit permissions and publish permissions separately to the same or different user segments of agents.

      Agents with edit permissions can view, create, and update articles, as well as submit articles for review where this management permission is applied. Agents with publish permissions have edit permissions, plus they can publish, unpublish, and archive articles. See the complete list of agent privileges.

  6. Click Create.
  7. Click Back to return to the Management permissions page.

After you create management permissions, you can apply it to an article to determine agent editing and publishing access for that article. You can apply management permissions to an existing article or a new article.

Guide admins can apply any management permissions to an article, while agents can apply only the management permissions they belong to.

Understanding agent privileges by user management permissions

Management permissions include editing and publishing permissions.

Note: Remember, on Suite Growth and Professional or Guide Professional, edit and publish permissions are assigned together and give agents one set of management privileges for knowledge base articles. On Enterprise plans, editing and publishing permissions are assigned separately and give agents separate edit and publish privileges knowledge base articles.

The following table includes the complete list of agent privileges granted by edit and publish permissions for each plan. Guide Legacy customers should refer to the Guide Professional column.

Privilege Suite Team

Suite Growth and Professional

Guide Professional
 

Suite Enterprise and Enterprise Plus

Guide Enterprise
 
  Edit and publish permissions Edit and publish permissions Edit permissions Publish permissions
      New unpublished article Existing published article  
Update title x x x x x
Update section x x x   x
Update labels   x x   x
Update body x x x x x
Update author x x x   x
Add inline attachments x x x x x
Remove inline attachments x x x x x
Add translation x x x x x
Delete translation x x x   x
Set source translation x x x   x
Flag translation x x x x x
Add block attachment x x x   x
Remove block attachment x x x   x
Preview / Show in help center x x x x x
Set management permissions x x x   x
Set view permissions x x x   x
Promote article x x x   x
Open for comments x x x   x
View revisions   x x x x
Restore revision   x x x x
Apply template     x   x
Preview x x x x x
Create article x x x x x
Submit for review     x x x
Assign     x x x
Approve         x
Publish x x     x
Schedule publishing         x
Unpublish x x     x
Archive article x x x   x
Restore article Admins only
Delete article Admins only
View history Admins only

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