Organising the knowledge base with folders and access levels

Both knowledge bases can be organised into folders and subfolders, and in the company knowledge base every folder also carries an Access level. That access level is a real permission boundary: it decides who can open the documents inside, and it is enforced when anyone, including Andri, tries to read them.

Folders inside a case work differently. They organise documents and carry a colour, but they have no access levels, because who can reach a case's documents is already decided by who the case is shared with.

Create a folder in the company knowledge base

You choose the access level while creating the folder, so decide who it is for before you start.

1. Open the company knowledge base and click New Folder.

2. Enter a Folder name.

3. Choose an Access level.

4. Click Create.

To make a subfolder, open the parent folder first and click New Folder there. To change a folder later, use Edit folder in its menu, which covers both the name and the access level.

The four access levels

Everything inside a folder inherits its access level, including subfolders and documents.

On the folder cards these appear as short badges: Private for an Only me folder, View only for Members can view, and Admin only. A Full access folder carries no badge.

Administrators can reach every folder regardless of its level, which is what makes Admin only and Only me meaningful. Support users are treated as ordinary members here and get no additional reach.

Who can set which level

Two rules decide what you are allowed to choose, and the picker only offers you the levels you can actually use.

• Administrators can set any level on any folder.

• Members can create folders and choose between the levels that are open to them, but cannot set Admin only, and cannot take a folder that is already shared and make it Only me. A member who created an Only me folder can open it up again.

A subfolder can never be less restrictive than the folder it sits in. If you tighten a parent folder later, everything below it is tightened to match.

Move documents between folders

Open the menu on a document and choose Move to folder, or select several documents first and move them together. Pick the destination and click Move. Choosing Knowledge Base as the destination moves a document back out to the top level.

When you upload while inside a folder, the upload panel shows which folder the files are going to.

Delete a folder

Deleting behaves differently in the two knowledge bases, and only one of them is destructive.

• Company knowledge base. The folder is removed and its documents and subfolders move up one level, into the folder that contained it, or to the top level if it had no parent. Nothing is deleted.

• Case knowledge base. Deleting a folder permanently deletes the folder, every subfolder inside it, and every document in them. This cannot be undone.

Use a whole folder as one reference in chat

This saves picking documents one at a time when the whole folder is the answer.

Type @ in the message box and find the folder in the list. Hovering it offers two choices: all selects the entire folder as a single reference, while the arrow opens the folder so you can pick individual documents. It works for company folders and case folders alike.

A folder can also be a source in a tabular review, where it expands to the documents inside it at the moment the review runs.

Folders inside a case

Case folders are created the same way, from the case knowledge base, and take a name and a colour. There is no access level to choose, and there is no separate sharing setting on a folder: anyone with access to the case sees every folder in it. If part of a case needs to stay narrower than that, keep those documents in a restricted company folder instead.