Category and Product Visibility for Knowledge Advanced Authors

The list of service categories and list of products available to Knowledge Advanced content authors depends on two primary configuration items:

• First, the View(s) associated with the Console User are each associated to a list of categories and a list of products, and the lists determine what categories are limited from view for Console Users while using the Knowledge Advanced Authoring tool.

• Further, the content type associated with the content being viewed or created also can limit what displays for available categories and products to associate with a document.

Thus, the Knowledge Advanced content author can only assign categories and products to an article that are included in both the categories and products in the author's view(s) and the categories and products assigned to the content type.

Interface configurations, including the visibility configured per-interface on service categories and products within the Products/Categories/Dispositions editor in the agent console, does not affect this behavior for Knowledge Advanced. Similarly, view assignments per interface within Knowledge Advanced authoring also does not affect this behavior. To avoid this mismatch, assign the same categories and products to an interface view that you assigned to the interface initially and adjust any associated content types accordingly.