How You Add Answers for Multiple Interfaces

When you create answers to populate your knowledge base, you need to think about which interfaces you want them to appear on and then associate each interface with the proper answer access level.

For example, you could create two custom answer access levels, Internal and External, each with visibility on different interfaces. Answers with the Internal access level would display on only the interface used by your organization’s employees. Answers with the External access level would display on only the interface used by your external customers. To have the answer appear on both interfaces, select the access level Everyone.

Although we recommend that you use answer access levels as the key element for determining answer visibility, there are other ways to control where answers display and who can view them. Here are the other methods you can use to control the display of answers.

Controlling the Display of Answers

Item	Method
Answer Access Levels	Select the interface you want the access level to display on.
Products and Categories	Select the interfaces where each of your products and categories are visible.
Answer Statuses	Select the Public answer status type to display answers on the customer portal. All other types restrict the display so customers cannot see them.
Languages	Create the answer on a language interface to restrict the answer display to that language.
Conditional Sections	Insert a section with certain visibility restrictions within an answer. If a section of the answer is assigned an access level that is not visible to customers on a particular interface, but the answer is visible, then customers can view the answer but not the conditional section. See Insert a Conditional Section.