Rules for Knowledge Center Bot

Related products: Gainsight PX
Use case: We have several different roles that have different permissions in our systems and our clients are requesting that content displayed in the knowledge center bot be filtered out based on the role a user has so a lower level admin who doesn't have reporting permissions doesn't see any of our guides about making reports.



I realize that you can put rules about role permissions in the individual guides themselves but that doesn't stop every admin on our system from seeing the guides listed in the knowledge bot. It merely prevents them from actually making use of the guides.



Being able to apply rules to the knowledge bot is something that would be very useful to us and in truth we really need it if we're going to make use of other features like the feedback tab.



Thanks for the feedback and the enhancement request.



cc: @ciarapeter / @mickey



fyi: @alextran



This is a nice enhancement request @adrienne_long . While this is not currently possible, you could optionally use custom named Features to add a "category" in the Knowledge Center Bot configuration to at least separate/group them by user type on the main page. This will not prevent access, but it could discourage the use of one that does not apply to their role/permissions.



Yes and we have discussed doing this but the other thing we want to use rules for is to ensure that users below a certain level can't see or access the feedback tab on the knowledge bot so they don't flood our support staff with low level requests and questions that should be going through the chain of command on their end first.



Use case: We have several different roles that have different permissions in our systems and our clients are requesting that content displayed in the knowledge center bot be filtered out based on the role a user has so a lower level admin who doesn't have reporting permissions doesn't see any of our guides about making reports.

I realize that you can put rules about role permissions in the individual guides themselves but that doesn't stop every admin on our system from seeing the guides listed in the knowledge bot. It merely prevents them from actually making use of the guides.

Being able to apply rules to the knowledge bot is something that would be very useful to us and in truth we really need it if we're going to make use of other features like the feedback tab.
 

@adrienne_long 

your enhancement request is considered and available in March-2020 release, I hope this helps!

Few advantages of this enhancement are:

  • Audience exposure to the relevant Bot 
  • Customized onboarding checklist for selected Audience
  • Customized Knowledge Center documents for the Audience
  • Ability to track feedback and feature requests from specific Audience

Please go through this article for more information. 

Here is the complete list of posts considered from the community for 6.13(March) release. 

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