Enable external or public users to view knowledge articles from the Knowledge Management Service Portal

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

    • Enable knowledge articles on the Knowledge Management Service Portal to be visible to external or public users.

    Antes de Iniciar

    The Knowledge Management Service Portal plugin (com.snc.knowledge_serviceportal) must be enabled.

    Role required: admin

    Por Que e Quando Desempenhar Esta Tarefa

    If you are using Knowledge Management within the Customer Service Management (CSM) application, you can automatically make knowledge articles public by activating and running the Make KM Service Portal Pages Public fix script after you install the Customer Service Management plugin (com.sn_customerservice).

    If you are using Knowledge Management as a standalone application, perform the steps in this procedure.

    Procedimento

    1. Navigate to All > Service Portal > Pages.
    2. In the Pages list, search for and select kb_home.
      Nota:
      If the application scope isn't set to Knowledge Management - Service Portal, you cannot edit the form and a warning message appears. To make the form editable, click the word here at the end of the message.
    3. Enable public or external users to view knowledge articles from the Knowledge Management Service Portal.
      Action Description
      Make knowledge service portal pages visible to public users
      1. On the Page form, select the Public check box.
      2. Click Update.
      Make knowledge service portal pages visible to external users
      1. On the Page form, in the Roles field, click the edit user roles icon Edit User Roles icon..
      2. On the Roles form, move snc_external from the available roles in the Available column to the Selected column.
      3. On the Roles form, click Done.
      4. On the Page form, click Update.
    4. Repeat the steps 2 and 3 for kb_article_view and kb_search pages.
    5. Manage access to the articles for the Knowledge Management Service Portal pages.
      Action Description
      Enable access to the knowledge base for public. After you set the page to public as described in step 3, ensure that the Cannot Read and Can Read user criteria are not set and the glide.knowman.block_access_with_no_user_criteria property is set to false for the knowledge bases you want to give access to public users.
      Enable access to the knowledge base for external users. After you add the snc_external role to the page as described in step 3, ensure that external users have read access to the knowledge bases for which you want to give access.

      For more information about providing access to knowledge bases, see Managing access to knowledge bases and knowledge articles.