Limits, troubleshooting & FAQ
When to use
Check here when something is missing, a button is hidden, or you are unsure what the public portal exposes.
Before you start
- Most issues come from permissions (
kb:read,kb:write,knowledge:admin) or toggles; check those first.
Questions
Q: Who can see the Team Knowledge Base?
Staff with kb:read. Customers only see articles that are published, Public and in a public category, and only if the public portal is on.
Q: Does enabling the portal expose internal articles? No. All three conditions must hold at once, and uncategorized articles never show.
Q: Is it free? Yes, it is part of the platform at no extra cost.
Q: Why can’t employees use AI Ask?
The toggle knowledge.employee_ai_ask_enabled is off by default; editors can always ask.
Q: Do I have to retype Word files? No, import them from Documents as drafts.
Q: Can I get a “searches with no results” report? Not yet; there is no search log.
Q: Why does the approval setting look different from behaviour? Its default is inconsistent between backend (off) and settings screen (on); save it explicitly.
Tips & common mistakes
- Missing menu items usually mean missing permission.
- Comments that never appear may be waiting for moderation.
- Customers cannot comment or rate on the portal.