How Category Visibility Differs from Other Salesforce Models | Salesforce
How Category Visibility Differs from Other Salesforce Models
Available in: Salesforce Classic
Data categories and answers are available in Enterprise, Performance, Unlimited, and Developer editions.
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Data category visibility can be set with roles, permission sets, or profiles. Data category visibility determines the individual data categories, categorized articles, and categorized questions that you can see. There are three types of visibility:
All Categories: All categories are visible
None: No categories are visible
Custom: Selected categories are visible
With custom data category visibility, you can only see the data categories permitted by their role, permission sets, or profile.
These settings are unique to articles and questions and differ from other Salesforce models:
Exclusive to articles and questions
Access to articles and questions are determined by category group visibility settings. Although they are standard objects, articles and questions do not have organization-wide defaults, sharing rules, manual record sharing, or object-level permissions like “Create” or “Read.”
To ensure a wide range of relevant information, category group visibility is broadly interpreted. Setting a category as visible makes that category and its entire directly related family line—ancestors, immediate parent, primary children, other descendants—visible to users. For example, consider a Geography category group with continents such as Asia and Europe at the top level, various countries at the second level, and cities at the third level. If France is the only visible category selected, then you can see articles classified with Europe, France, and all French cities. In other words, you can see categories that have a direct vertical relationship to France but you cannot see articles classified at or below Asia and the other continents.
Only the first-level categories in the category group are visible on the Answers tab. In the Geography example, only the continent categories appear on the Answers tab; therefore, if France is the category selected as visible in category group visibility settings, zone members can see questions classified with Europe.