Managing Knowledge › Knowledge and Multi-Tenancy

Knowledge and Multi-Tenancy

Knowledge documents and knowledge categories can be specific to a tenant, shared among multiple tenants, or shared as public. When you search for a knowledge document, the results are limited to documents viewable by the tenant associated with the ticket. FAQ search results are tenant-specific. Ratings for public tenant documents must be kept separately for each tenant.

You can administer the following settings at the tenant level:

• Action Content
• Document Templates
• Knowledge Approval Process
• Recommended Documents
• Knowledge Management ROI
• Reports

All other Knowledge Management system settings are administered globally, at the service provider level.

Note: Multi-tenancy is configured in Options Manager using the Administration tab.