A Section of an Article is an area within an article that you can create additional controls for. You might perhaps do this when you need to have certain sections only accessible by select Agents/Users. A Section is also advantageous because you would not require a separate employee Knowledge Base thus, duplicating the number of articles you would have to write and maintain.

Adding a Section

To add a Section to an article, you need to select which article you wish to add the Section to from the article list and use the Sections button. Then, using the Add Article Section button at the top right-hand side will bring up a form to fill out.

The text within the Section of an article - links, images and videos can all be restricted to either include; Agents only, Agents and All support Hub Users. The other restriction that you can enable in this Section to restrict the view from the client. This means that you can have instructions for your support agents' eyes only.