Customizing roles of agents using the Knowledge base

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With the approval workflow now available in the Freshdesk Knowledge base, admins can now provide specific levels of access to agents, based on the part they play during a content approval process. 

A quick guide on customizing roles for agents involved in a content approval process

•  Go to Admin > Team > Roles
• Click on New Role
• Provide the necessary Title or description for the role that you are creating (eg: Content approver or content writer)
• Scroll to the Solutions category to find the levels of access that can be provided for your agents who are using the Knowledge Base

• Within the access levels available under Solutions, you will find that you can now enable/disable approval access for an agent

• You can also ensure that an agent can only publish approved articles by enabling the corresponding checkbox.

• It is also possible for you to restrict an agent’s access to only consume content

• Once you have provided the required level of access, save the role and associate it to the relevant agents who are part of the approval process.