Plan requirement
| Subscription | Suite Enterprise or higher, Knowledge Enterprise |
| Access | Admin |
One checkbox governs this, and it controls updating only. Creating and inserting blocks is a different thing, which agents can already do in any article they have permission to edit.
Turn it on
- In Knowledge admin, open User permissions.
- Go to Content blocks.
- Select Allow agents to update content blocks.
- Tell the agents it changed, and tell them what a block is.
Only a Knowledge admin can set this. Clear the checkbox again and agents cannot edit or update content blocks at all.
What the permission does and does not cover
| Create and insert a block | Already allowed, in any article the agent may edit. Not governed by this setting. |
| Update an existing block | Requires this permission. Changes reach every article using the block. |
| Delete a block | Knowledge admins only, and only when the block is used in no articles. |
The risk, stated plainly
An updated block is published across every article that contains it, without touching those articles' publication or review status. An agent editing a block to suit the article in front of them changes forty other articles they never opened, and no review step catches it because none of those articles changed status.
That is not carelessness. It is what happens when somebody edits shared text without knowing it is shared.
So make the sharing visible in the name
Names are the only warning an editor gets. Somebody who sees a block called "Support hours, all products" will hesitate before rewording it for one article, where "Support hours" invites exactly that edit. Keep the list short enough that anyone with the permission can read the whole thing in a minute.
Who should have it
The people who maintain the content the block describes. If opening hours change, the person who hears first should be able to correct them without waiting for an admin. That is the entire benefit: fewer stale paragraphs, because fixing one is no longer somebody else's job.
Review the blocks, not the articles
With several editors, the useful check is the block list itself. It shows when each block was last edited and in how many articles it is used, so read through it quarterly. Wrong text is visible there in a way it never is when scattered across articles.
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