Sharing FAQs

Administrators can configure comprehensive sharing permissions for FAQ collections to control user access across different communities and organizational boundaries. FAQ sharing enables targeted information delivery through flexible permission configurations that integrate with Security Roles, User Groups, and individual user assignments while supporting public web access through Guest Security Role integration.

The sharing process provides granular control over FAQ visibility and management permissions, ensuring users see only content they have appropriate access to while maintaining security boundaries and organizational access policies.

Requirements

To share FAQs, users must be assigned one of the following permissions:

Administrator System Role or Manage Sharing Permissions

Accessing FAQ Sharing Configuration

Navigation to Sharing Settings

1. Access FAQ Sharing Interface

1. In the Setup Home page, click Create > FAQs
2. Select the FAQ collection you want to configure sharing settings for
3. On the top right of the screen, click Actions and then click Share
4. The sharing configuration interface will display current permissions and available options

Understanding Sharing Status

Initial Sharing State: If FAQ sharing has not been previously configured, it will display as "Private", indicating that only the FAQ owner has access to the content.

Permission Overview: The sharing interface displays all current access permissions, including users, User Groups, Security Roles, and permission levels assigned to each entity.

Configuring Basic Sharing Options

Primary Sharing Configuration

2. Configure Base Sharing Settings

Click the Edit icon beside the current sharing status to access fundamental sharing options:

All Users: Grant read access to all employee and community users within your portal. This option provides broad access while maintaining authentication requirements and portal membership restrictions.

All Employee Users: Restrict access to anyone at your company with employee-level access. This option supports internal FAQ collections while excluding external partners and customers from access.

Specific People: Define precise access control by specifying individual users, User Groups, or Security Roles who can access the FAQ collection. This option enables granular permission management for targeted information delivery.

Specific People Configuration

3. Define Targeted Access (if Specific People is selected)

When selecting Specific People, use the comprehensive search and selection interface:

User Selection: Search by individual user names to grant specific people direct access to FAQ content based on their personal information needs and organizational role.

User Group Integration: Search and select User Groups to efficiently grant access to pre-defined user communities, enabling scalable permission management that aligns with organizational structure.

Security Role Assignment: Search and select Security Roles to provide access based on functional responsibilities and permission levels, ensuring FAQ access aligns with overall portal security architecture.

Search Functionality: Use the lookup bar to search by name, role, or group, with dynamic suggestions and filtering to streamline the selection process.

4. Apply Base Sharing Configuration

Click Done to implement the fundamental sharing settings and establish the foundation for detailed permission management.

Advanced Permission Management

Granular Permission Assignment

5. Configure Individual Access Permissions

In the detailed sharing interface, configure specific permissions for users, User Groups, and Security Roles:

Permission Level Options:

View Permissions: Users can access and view the FAQ content, including all questions and answers, but cannot modify or manage the collection. This permission level supports read-only access for content consumers.

Manage Permissions: Users can view, create, edit, and manage the FAQ content, including adding new question and answer pairs, modifying existing content, and updating FAQ collection properties. This permission level supports content collaboration and distributed management.

Permission Toggle Interface: For each assigned user, User Group, or Security Role, use the dropdown menu beside the name to select the appropriate permission level based on their role and responsibilities.

Public Web Sharing Configuration

6. Enable Public Access (Optional)

Guest Security Role Integration: Add Guest Security Roles to the sharing configuration to enable public web access for unauthenticated users.

Public Sharing Benefits:

• Enables FAQ access for website visitors without portal accounts
• Supports customer self-service through public knowledge resources
• Provides search engine indexing opportunities for organizational content
• Creates accessible information resources for broad audience reach

Public Sharing Considerations:

• Ensure FAQ content is appropriate for public consumption
• Verify that information does not contain sensitive or confidential details
• Consider SEO implications and public information strategy alignment

Permission Management Operations

Adding and Removing Access

Adding New Permissions:

1. In the sharing interface, use the "Add User Groups or Roles or Users..." search field
2. Search for and select additional users, User Groups, or Security Roles
3. Configure appropriate permission levels for each newly added entity
4. Apply changes to grant access to additional stakeholders

Removing Permissions:

1. Locate the user, User Group, or Security Role you want to remove from FAQ access
2. Click the Delete button (X icon) next to the entity name
3. Confirm removal to revoke access permissions for the selected entity

Modifying Permission Levels:

1. Locate the entity whose permissions you want to change
2. Use the dropdown menu beside their name to select a different permission level
3. Changes take effect immediately upon selection

Permission Validation and Testing

Access Verification: Test FAQ access with representative users from different permission groups to ensure sharing settings work correctly and provide appropriate content visibility.

Cross-Role Testing: Validate that users with different Security Roles and User Group memberships see FAQ content according to configured permissions.

Public Access Testing: If public sharing is enabled, test FAQ access through unauthenticated browsing to verify Guest Security Role functionality.

Integration with Security Architecture

Security Role Coordination

Permission Hierarchy: FAQ sharing permissions work within the broader Security Role framework, ensuring users cannot access content beyond their overall portal permissions even if granted FAQ-specific access.

Role-Based Access Alignment: Coordinate FAQ sharing with existing Security Role configurations to maintain consistent access patterns and security boundaries across portal resources.

Permission Inheritance: FAQ permissions respect underlying Security Role restrictions, providing additional content access only within existing user access capabilities.

User Group Integration

Community-Based Sharing: Leverage User Groups for efficient FAQ sharing that aligns with existing community structures and organizational hierarchies.

Dynamic Permission Management: User Group-based FAQ sharing automatically includes new group members and excludes removed members, supporting scalable permission management.

Multi-Group Access: Users who belong to multiple User Groups with FAQ access inherit the highest permission level granted across their group memberships.

Best Practices for FAQ Sharing

Strategic Permission Planning

Content Sensitivity Assessment: Evaluate FAQ content for sensitivity, confidentiality, and audience appropriateness before configuring sharing permissions to ensure appropriate access boundaries.

User Community Analysis: Understand user communities and information needs to design sharing configurations that provide relevant access while maintaining security requirements.

Permission Scalability: Design sharing configurations that can accommodate organizational growth and changing user communities without requiring frequent manual adjustments.

Access Management Efficiency

Group-Based Sharing Preference: Prioritize User Group and Security Role-based sharing over individual user assignments to reduce administrative overhead and improve permission management scalability.

Regular Permission Audits: Establish routine reviews of FAQ sharing configurations to ensure permissions remain aligned with organizational changes and user role modifications.

Documentation and Communication: Maintain records of sharing decisions and communicate FAQ availability to relevant user communities to maximize resource utilization.

Public Sharing Strategy

Content Quality Standards: Ensure publicly shared FAQ content meets high quality standards and reflects positively on organizational reputation and expertise.

SEO and Discoverability: Consider search engine optimization implications of public FAQ content to support organizational visibility and knowledge sharing objectives.

Privacy and Compliance: Verify that publicly shared FAQ content complies with privacy policies, legal requirements, and organizational disclosure guidelines.

Ongoing Sharing Management

Permission Maintenance

Role Change Accommodation: Update FAQ sharing permissions when users change roles, departments, or access requirements to maintain appropriate content access boundaries.

Seasonal Access Adjustments: Modify FAQ sharing configurations for temporary access needs, special projects, or seasonal information requirements.

Feedback Integration: Monitor user feedback and access requests to identify opportunities for sharing configuration optimization and user experience improvement.

Performance and Analytics

Usage Monitoring: Track FAQ access patterns across different user groups to understand content effectiveness and sharing configuration success.

Permission Effectiveness: Analyze whether sharing configurations successfully deliver content to intended audiences while maintaining appropriate security boundaries.

Content Optimization: Use access analytics to identify high-value FAQ content and optimize sharing strategies for maximum organizational benefit.

Finalization and Implementation

Applying Sharing Configuration

7. Implement Sharing Settings

Click Done to finalize and apply all sharing configuration changes. The new permission settings take effect immediately, making FAQ content available to configured users, User Groups, and Security Roles based on their assigned permission levels.

Change Validation: Verify that sharing changes have been applied correctly by checking FAQ visibility with representative users from different permission groups.

Communication Planning: Consider informing relevant users about new FAQ availability and access procedures to maximize resource utilization and user adoption.

Sharing FAQs provides essential access control capabilities that enable targeted information delivery while maintaining security boundaries through flexible, scalable permission management that supports organizational objectives and user community needs.

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