The knowledge base can be accessed in two locations:
- In the public area at www.yourstore.com/support
- In the admin area at www.yourstore.com/Admin/SupportKnowledgeBase
- You can navigate to this page using the link in the main menu or under the "Help" link in the main menu, depending on your settings.
Knowing this, it is possible to set an article's visibility to be either public, for admin only, or both. This setting was made with the idea that an administrator may want to publish resources for his employees, and only his employees may access those articles. Furthermore, you can also limit an article to some specific customer roles. For example, you may have an article titled "How do fragile objects need to get packaged" and restrict it to a customer role that only manages orders. This article may help reduce the time someone must invest in training newcomers and let them learn independently.
Remember to check out the Samples & Use Cases category for more brilliant ideas about making the most of this plugin.