Support agents have Knowledge agent privileges by default, see Understanding Knowledge roles and privileges. Support admins have Knowledge admin privileges. You can grant agents Knowledge admin privileges as needed.
Giving agents Knowledge admin privileges
You can add Knowledge admins by giving agents Knowledge admin privileges. You cannot make a light agent a Knowledge admin.
For example, the following people might need to be added as Knowledge admins to work on the help center: web designers, writers, editors, community moderators, and production specialists.
To give an agent Knowledge admin permission
- In the Admin Center > People > Team > Team members, open the profile for
the agent you want to make a Knowledge admin.
If you need to add the agent first, see Adding end-users, agents, and administrators. Remember, you can change the Knowledge role for a Support agent, but you cannot change the Knowledge role for a Support admin. They are Knowledge admins by default.
- In Role, click Manage in Admin Center.
The agent's Roles and access settings are displayed in Admin Center.
- Click the Knowledge menu, then select Admin.
Giving agents in custom roles Knowledge admin privileges
You can add Knowledge admins by giving Support agents in custom roles Knowledge admin privileges. You cannot make a light agent a Knowledge admin.
For example, the following people might need to be added as Knowledge admins to work on the help center: web designers, writers, editors, community moderators, and production specialists.
- Click the Admin icon (
) in the sidebar, then select People. - Select Roles.
All of the agent roles (predefined and custom roles, if any), are displayed.
- Locate the role you want to edit or clone, then select Edit.
If you need to add a new custom role, see Creating custom agent roles. Remember, you can change the Knowledge role for a Support agent, but you cannot change the Knowledge role for a Support admin. They are Knowledge admins by default.
- Beside Help Center, click Manage Knowledge to give agents in this role
Knowledge admin permissions.
When this option is not selected, agents in this role have Knowledge agent permissions.
Note: When this setting is not selected, it does not necessarily mean that agents can't add and edit articles. Permission to add and edit articles is based on the article's management permissions, see Allowing agents to add and edit articles in knowledge base sections. - Click Save.