Hello,

I'm working on developing a Knowledge Base for IT Support Help Desk in my organization, the idea is to have end user (public) articles where the end user will be able to find solutions (self-help) and Internal IT Support collection will be for Tech. Professionals.

My proposed idea is to be able to have two knowledge base collections by separating the two categories. I worked with ServiceNow in the past and this platform is able to create “ Knowledge Article Owning Groups” managing access by distribution list.
This is a good practice to separate the two collections one targeting general public and another one more confidential & restricted access for support teams.
Furthermore, if you have several products you could assign a distribution list for ownership. Reports can be generated, and the knowledge collection can be organized.

Thank you for your attention :o)