Alternatives to Multiple Interfaces

Before configuring multiple interfaces, you should consider whether that solution best addresses your organization’s needs since other options may be more appropriate.

• Multiple knowledge bases—If your organization has sensitive information that you do not want to share across interfaces, you might want to consider using separate knowledge bases rather than multiple interfaces. When using multiple interfaces, many records on the agent desktop can be viewed by all staff members, including those with access to just one interface. For example, agents with permission to view contacts can view all contacts, regardless of the interface. Using separate knowledge bases lets you offer different support sites, just as you can with multiple interfaces, but the installations are completely separate and each site has a unique set of data.
• Privileged Access—If you want only to grant varying levels of information to different groups of customers but do not have sensitive information and do not require a unique configuration for each interface, consider using privileged access rather than multiple interfaces. You must set the ANS_PRV_ENABLED configuration setting to Yes in order to enable privileged access to answers. This setting is found in the Configuration Settings editor in RightNow User Interface/End-User Interface/Answers. See Edit a Configuration Setting.

Note: Contact your Oracle account manager for information about multiple knowledge bases.