Enable and review feature modules

Updated Monday, October 26, 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 this configuration. Ask an administrator if the page is available but its editing controls are not.
Review the current configuration and where it is used before making a change. Available choices depend on your account, enabled modules, division access and role.
Use a test record or a controlled test account for behavior checks. Do not change production routing or send customer messages just to try an example.

Configure and verify

Open Settings → Account → Feature Modules.
Review enabled modules and their dependent pages.
Change the required switches and save.
Refresh the application and verify the relevant navigation and configuration with the intended agent role.

Settings reference

Account capabilities

Setting	What it controls	How to choose
Knowledge Base	Enables knowledge-base functionality.	Enable before setting up article topics, templates and review groups.
Community Portal / Surveys	Controls the associated customer-facing and feedback capabilities.	Review the portal and survey configuration after changing availability.
Chat / Chatbot	Controls chat and chatbot availability.	Configure widgets, queues and coverage before introducing chat to customers.
Calendar	Controls calendar functionality.	Enable when teams need shared scheduling.
Assets	Controls asset functionality and dependent selectors.	Review asset categories and linked records before changing it.
Data Tables	Controls configurable structured tables.	Enable before defining tables, fields and their access.
Customer Notes	Controls customer-note functionality.	Use when staff need shared customer context.
Health Scoring	Controls 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 can be unavailable or disabled in the Core module screen; use the controls offered by your released account rather than assuming every listed capability can be switched here.

Recommended use

Use terminology that agents and customers already understand. Explain the intended meaning in the description.
Keep the initial configuration small enough for people to choose consistently. Add options when they represent a real operational difference.
Review existing references before renaming, changing scope, or deleting. Where supported, deactivate an obsolete option before considering permanent deletion.

Worked example

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

Troubleshooting

Problem	What to check
The item is missing from a picker.	Check Active, division access, parent hierarchy, enabled modules, and the user’s role. Reopen the consuming form after saving.
The form rejects a save.	Read the displayed validation message. Check required values, text limits and permitted scope; do not change unrelated settings to bypass validation.
An existing record still shows an old value.	A configuration change and a record change are different operations. Inspect the record and relevant references before assuming the save failed.

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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