Starter · Part of Client Portal
Knowledge article browsing
Clients read the published knowledge articles their agents read — same source, scoped per account and LOB via audience filter. Operations SOPs, work instructions, compliance references — all in one filterable index.
Knowledge tab — published articles scoped to the client's accounts and LOBs via audience filter. Tenant-wide SOPs (greeting protocol, PII handling, after-call wrap-up) sit alongside account-specific references (RetailCo catalog, Atlantic Bancorp recovery). Filters: free-text search, Client account, LOB (chained to client), and Category — all four narrow the audience EXISTS subquery server-side in one round trip.
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For the operator
Articles in a searchable list with title, summary, category, and published-at timestamp. Four filters: search box, Client account dropdown, LOB dropdown (chained to client), Category dropdown. Click any card for the full body. Same surface and same content the BPO's agents see, scoped via audience filter so a client never sees an article they're not entitled to.
Business impact
Client compliance and operations leads routinely ask the BPO 'are agents on my account actually reading the updated procedure?' The right answer used to involve email-attaching the latest version of a Word doc. With audience-scoped knowledge browsing, clients verify the published content themselves and the BPO closes the audit-evidence gap that historically powered 'we need to renegotiate the SLA' conversations.