Setting Permissions per Q&A

Let’s see how to set up who will have access to a specific Q&A. You can manage the agents who have the ability to view/edit in the “access list” for each Q&A or a folder. With that being said, agents in the “Admin” group can view/edit all Q&A’s for the project. There are two types of agents in the access list:

• Viewer: View and search the Q&A and metadata
• Editor: View, search, edit, and delete the Q&A

Q&A access lists are whitelisted by default. In other words, an agent who is not registered and not on the list cannot edit or view the Q&A. Nor can they check the content through Q&A search. If you are using the Q&A as listed below:

• You want to restrict it to only one admin with editing rights, but allow all the other agents and users to view (search)

You must turn on the “Allow SDK users and other unlisted agents can also view” toggle option located under the access list. With this toggled on, all agents and SDK users will be able to search and view the Q&A without any restrictions.

Setting Permissions for SDK/API Users

Similar to contact management, you can manage which users have access in the “Access List” for each Q&A. These users only access the Q&A through the SDK or API calls. These users don’t have access to the dashboard nor have editing rights.

The access list follows the whitelisting method. Therefore, the Q&A is not suggested to users who are not registered on the list when searching for Q&A. However, if you turn on the “Allow other unlisted customers (SDK/API users) can also view” option located under the access list, all users will have the ability to search for the Q&A.

Customer access list management supports adding customer groups in addition to adding individual customers. For individual management, select and add customer id (user id) from the options on the left, and for group management, select customer group.

Both of these variables are user-specific and a customer group can be assigned from the Customers list as well as shown above.

Setting Permissions Using Folders

If you don’t want to set permissions for each Q&A, you can set permissions for multiple Q&As at once using a folder.

In the Q&A tab, click “Add new folder” or “Check all folders” to enter the folder page, and then click “Add new folder” button to add a folder. Enter the folder name and edit the access list. View/edit permissions for folders are defined similarly to Q&A’s.

• Viewer: View the folder
• Editor: Modify and delete folder

The added (created) folder can be selected when uploading/adding/editing Q&A’s. After selecting the desired Q&A’s using the check boxes, click “Move Q&As” in the “Other Actions” menu to move existing Q&A’s to the folder.

When moving the Q&A’s into a folder, you have the option to choose which access list has precedence. Checking the box for “Overwrite Q&A’s access list with the folder’s” means that the list for each of the Q&A’s will be ignored. The folder-level access list will take over.

Permissions and Folder Settings When Uploading Q&A

You can use the same settings on the dashboard when uploading Q&A. The items below have been added.

• Folder – Enter the desired folder name where you would like the Q&A to be included.
• Access list: Editor – Enter a list of agents who will have edit access. You can enter the email addresses of more than one agents by separating them with a comma.
  • Format: email1@domain.com, email2@domain.com, (…)
• Access list: Viewer – Enter a list of agents who will have view access. You can enter the email addresses of more than one agents by separating them with a comma.
  • Format: email1@domain.com, email2@domain.com, (…)
• Use the same access list as the folder – Enter “Y/N” to enable or disable the “Overwrite Q&A’s access list with the folder’s” option.
  • If something other than “Y/N” is entered, it will automatically be considered to be true (ON) when entering spaces and unacceptable characters.
    • Format: y, t, yes, true = true (ON) / n, f, no, false = false (OFF)
• Allow SDK users and unlisted agents can view – Please enable or disable the “Allow SDK users and unlisted agents to view” option.
  • If something other than “Y/N” is entered, it will automatically be considered to be true (ON) when entering spaces and unacceptable characters
    • Format: y, t, yes, true – true (ON) / n, f, no, false – false (OFF)

The added items can also be checked when downloading the Q&A.

Other Useful Information

Folder edit/delete permissions are determined by the list of “can edit” personnel set within each folder. Permission to add a folder can be updated in Project Settings > Agents > Groups > Edit group

• On the “All Folders” page, you can edit or delete folders for which you have edit permission. When deleting a folder, you can select whether to delete the Q&A’s in the folder or move them out.
• The Q&A’s located in a folder can be viewed after entering the folder and viewing the list.
• Only Q&A’s that are not in a folder will be shown in the main list.
• When using the search bar at the top:
  • When searching on the main page, you can search for all Q&A’s outside of folders.
  • When searching after entering the “All Folders” page, Q&A’s in all folders can be searched.
  • When searching after entering “folder A”, only Q&A’s in “folder A” can be searched.
• If you add a new Q&A from the Q&A Candidates list, you can manage it’s folder location and access list in the same way as if adding a new Q&A.