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Knowledge Base Access Levels
Knowledge Base Access Levels

Learn how to make certain questions in the KB accessible to customers with and without an NDA.

Matt Szczurek avatar
Written by Matt Szczurek
Updated over a week ago

Our Knowledge Base allows for admins to control the visibility level of questions depending on the intended audience.

Access Levels

Internal items will only be visible for Organization Members who login to These items are not meant for customer/prospect visibility. A common use case would be highly sensitive information that is meant to only be shared internally, such as company financial information. New questions will have this selected by default.

Private items will be visible to external users after they have had their access approved, and any NDAs are signed as necessary. These items are meant for customer/prospect visibility, but for the general public. A common use case would be somewhat sensitive information that require an NDA, such as the type of DLP tool your organization uses. Both Public and Private items will be visible by approved users.

Clicking on an item will open a modal so that users can search for other items, and filter as needed:

Public items will be visible to anyone who visits a public URL of a Trust Center. These items are meant to be shared with anyone, and should not contain sensitive information. A common use case would be to display questions from the CAIQ questionnaire, which is designed to be public.

Note that this has one fewer question than in the previous screenshot, as one of them was marked as Private:

Specify Access for Single Items

Individual items can have their visibility changed when editing or creating a question:

Bulk Import Items with Access Levels

When importing a questionnaire using the Import button, you can optionally choose to have a 4th column that specifies the type of access level. If this column isn't specified, items will be marked as Internal by default.

A template is available in the app as a reference point:

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