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Created by Guest
Created on May 2, 2024

Separate KBs for different workspaces or teammate groups

We have several different departments using Front. Each department handles different things and may handle things differently than other departments. For instance, I lead the Contact Center WFM team and we have several procedures in place for how we handle occurrences, notifications and reports. If we were to post an article for how to properly reskill agents into different queues and a Roadside WFM agent read it and handled it incorrectly for their department, that would cause confusion. Also, with all the different Workspaces we have, I think the KB would likely get ‘full’ and hard to organize or find things. These are the reasons that come to mind first. There are also departments that handle things of sensitive nature that they don’t want sharing with the rest of the organization.

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