Support agents have Guide agent privileges by default. Support admins have Guide admin privileges. You can give agents Guide admin privileges as needed.
This article covers the following topics:
Guide user roles overview
Guide supports the following user roles with different help center access privileges:
- Anonymous user is anybody who visits the help center without signing in.
- End user is somebody who has created an account and signed in to the help center.
- Guide Viewer is an internal staff member who has the same permissions as an end user. This person can view articles but cannot be granted edit and publish permissions.
Guide Agent is any Support agent who can be granted edit and publish permission.
If you have light agents, they can also create and edit articles where they have been given permission.Note: Permission for agents to view and edit knowledge base articles or community posts is not part of the role permissions, but is set at the article level for the knowledge base and at the topic level for community (see Setting content viewing and editing access).
- Guide admin has full privileges in Guide. All Support admins have Guide admin privileges.
For a list of specific permissions by role, see the next section Guide user privileges by role.
Guide user privileges by role
The following table shows Guide user privileges by role.
Article creation, management, and publishing privileges are not determined by the user's role, but are determined by user permissions. For a complete list of agent privileges granted by user permissions, see Understanding agent privileges for user management permissions.
|Guide agent||Guide admin|
|END USER ACTIONS|
|Submit support requests in the help center||X
(If anybody can submit tickets is enabled in Support)
|Manage subscriptions and requests (if available)||X|
|Comment on articles and posts
|Add posts to the community (if available)||X||X||X||X|
|Vote on articles and posts||X (if anonymous voting is enabled)||X||X||X||X|
|Subscribe to articles and sections in the KB||X||X||X||X|
|Follow posts and topics in the community (if available)||X||X||X||X|
|HELP CENTER SET UP|
|Customize the help center||X|
|Manage help center settings||X|
|Edit and publish permissions||X (Where enabled. See Setting content viewing and editing access for agents)|
|Enable languages for the help center||X|
|Add, edit, or delete categories and sections||X|
|Reorder articles, sections, and categories||X|
|Edit or delete comments on articles||X|
|Create a ticket from a comment on a knowledge base article||X||X|
|COMMUNITY MANAGEMENT (if available)||X|
|Set access restrictions on any community topic||X|
|Add, edit, or delete community topics||X|
|Reorder community topics||X|
|Pin or feature a community post||X|
|Close a community post for comments||X|
|Edit or delete comments on a community post||X|
|Change status of a community post||X|
|Create a ticket from a community post or comment||X||X|
|Moderate user content||X|
Setting content viewing and editing access for agents
Guide admins have full access to the help center, including the ability to view all articles and the ability to add, edit, and publish all content. These privileges are not part of the Guide agent role by default, but are set at the article level for the knowledge base and at the topic level for community.
- Setting agent editing and publishing permissions on knowledge base articles
- Setting view permissions on articles with user segments
- Understanding agent privileges for user management permissions