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Enable and review feature modules

Updated Thursday, October 29, 2026 · Marc Staine

Feature Modules controls which major capabilities your account exposes. A deliberate module selection keeps navigation relevant to your support operation and makes related configuration easier to understand.

Applies to: Supportbench Core. Location: Settings → Account → Feature Modules. Access and available controls depend on your role and account capabilities.

Before you begin

  • You need permission to edit Feature Modules for this account. Viewing an enabled feature is not permission to change account-wide availability.
  • Identify the intended capability and its dependent configuration. Coordinate changes with the teams using it.
  • Review the saved result and a controlled example in the consuming workflow. Configuration, customer access and actual delivery or processing are separate checks.

Configure and verify

  1. Open Settings → Account → Feature Modules. This page contains capability switches, not records that require a name or description.
  2. Review the current Knowledge Base, Community, Portal, and Surveys, Chat and Chat Bot, Calendar, Assets, Data Tables, Customer Notes and Health Scoring switches that are offered.
  3. Change only the intended switch and choose Save Changes. Confirm Modules updated and reopen the page to check the saved state.
  4. Refresh the application and inspect the relevant navigation with the intended agent role. Enabling a module does not grant every permission or complete its setup.
  5. Configure and test the feature through its own guide—for example, Chat widgets, queues and coverage before inviting customers to Chat.

Settings reference

Account capabilities

SettingWhat it controlsHow to choose
Knowledge BaseEnables knowledge-base functionality.Enable before setting up article topics, templates and review groups.
Community, Portal, and SurveysControls the associated customer-facing and feedback capabilities.Review the portal and survey configuration after changing availability.
Chat and Chat BotControls chat and chatbot availability.Configure widgets, queues and coverage before introducing chat to customers.
CalendarControls calendar functionality.Enable when teams need shared scheduling.
AssetsControls asset functionality and dependent selectors.Review asset categories and linked records before changing it.
Data TablesControls configurable structured tables.Enable before defining tables, fields and their access.
Customer NotesControls customer-note functionality.Use when staff need shared customer context.
Health ScoringControls customer health-scoring capability.Agree ownership and interpretation before relying on scores.

Behavior to know

  • Module changes are account-wide and can require an application refresh. Turning a module off is not a request to delete its stored records.
  • Projects cannot be enabled or disabled through this Core module page; changes here leave the existing project capability unchanged.

Recommended use

  • Enable a capability when the team has a practical use, responsible owner and setup plan.
  • Review dependent screens and current work before disabling a capability.
  • Keep module availability, staff permissions and customer visibility as separate decisions.

Worked example

  1. Enable Knowledge Base for a team introducing self-service.
  2. Configure topics and review ownership, then prepare articles.
  3. Verify the customer portal’s separate audience rules before publishing content.

Troubleshooting

ProblemWhat to check
The module is enabled but a feature is absentRefresh the session and check the role’s feature permission, account availability and the feature’s own configuration.
Projects cannot be switched hereThe Projects switch is not editable on this Core module page. Existing project configuration is separate.
I cannot save a switchCheck account-module editing permission and any displayed account restriction.
Switching a module off did not delete its recordsExpected. Availability changes are not a record-deletion request.
  • Knowledge Base → Organize knowledge-base topics and access
  • Self-Service → Configure a customer portal
  • Self-Service → Configure a chat widget
  • Configuration → Configure custom data tables and fields

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