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Best Practice: User Permissions (MT4)


This article provides example permission configurations for different user scenarios.  Other valuable resources may include:

Scenario Breakdowns

  Knowledge Complexity Knowledge Quantity Consumer Characteristics
Self Help Low High

Quick knowledge consumption.

Feedback Medium  Medium Quick knowledge consumption with minimal feedback activities
Collaborate High Low In-depth knowledge consumption with significant learning and feedback activities

Scenarios

  Scenario Best Practices

Self-Help

 

Consuming:  You want your users to self-help and resolve their own issues.
 

Author:  You want your knowledge to be authoritative and produced by internal Subject Matter Experts (SMEs). 

1. Site:  Set your site to public.  You can do this in the Control Panel > Configuration by unchecking the Make Site Private checkbox.  *

 

2. Community Members - In this scenario your users will consume knowledge but will not engage in feedback activities such as searching, rating or commenting.  It is still highly recommended that you Allow anyone to create a viewer/commenter account in Control Panel > Configuration.

 

3.  Pro-Members - Unlike community members, Pro-Members can modify and create knowledge.  You can either create a brand new Pro-Member or promote a Community Member to a Pro-Member by going to Control Panel > Users.  

Pro-Members can have multiple levels of control.  For instance, an Author can only modify a page whereas an Editor can move and delete a page.  In this scenario your employees/SME's will be considered Pro-Members.  

Feedback

Consuming:  You want your users to self-help and resolve their own issues while continuing to increase their expertise in your product or service.
 

Author:  You want your knowledge to be authoritative and produced by your SME's while allowing customers to interact with knowledge to expose successes and failures. 

1. Site:  Set your site to public.  You can do this in the Control Panel > Configuration by unchecking the Make Site Private checkbox.  * 

 

2. Community Members - Allow users to register and join the site.  You can do this in the Control Panel > Configuration by checking the Allow anyone to create a viewer/commenter account.  

In this scenario your users/customers will be considered Community Members. 
 

3.  Pro-Members - Unlike community members, Pro-Members can modify and create knowledge.  You can either create a brand new Pro-Member or promote a Community Member to a Pro-Member by going to Control Panel > Users.  

Pro-Members can have multiple levels of control.  For instance, an Author can only modify a page whereas an Editor can move and delete a page.  In this scenario your internal SME colleagues will be considered Pro-Members.  

Collaborate

Consuming:  You want your users to self-help and resolve their own issues while continuing to increase their expertise in your product or service.  
 

Author:  You want your knowledge to be authored by both internal and external Subject Matter Experts (SMEs).  

1. Site:  Set your site to public.  You can do this in the Control Panel > Configuration by unchecking the Make Site Private checkbox.  *

 

2. Community Members - Allow users to register and join the site.  You can do this in the Control Panel > Configuration by checking the Allow anyone to create a viewer/commenter account.  

In this scenario your users/customers will be considered Community Members. 
 

3.  Pro-Members - Unlike community members, Pro-Members can modify and create knowlege.  You can either create a brand new Pro-Member or promote a Community Member to a Pro-Member by going to Control Panel > Users.  

Pro-Members can have multiple levels of control.  For instance, an Author can only modify a page whereas an Editor can move and delete a page.  In this scenario your internal and external SME customers, partners and colleagues will be considered Pro-Members. 

* Running a Public Site - There are significant benefits to your site being public.  Existing users can consume, interact with and reference knowledge.  Search indexes can index your authoritative content.