Hi
Requirement-when ITIL users access Esc portal or virtual agent(as a end users), search results should display only End user knowledge base articles.
The IT4IT KB should be restricted and visible internally (only in Agent workspace/fullfiller view/Internal agent-facing contexts.
Current issue-ITIL users logging into esc portal can currently see all knowledge articles including it4it kb-which should not be exposed in portal or VA search.
Current configuration:
AI Search Search Profiles-ESC Portal Default Search Profile
Search source-ESC Portal Knowledge Bases
we do have separate search sources configured in our instance already for- ESC portal & VA
Questions-
1. Is it possible to control AI search Search Sources/Search profiles using roles???
should this use case can be developed?
Is this approach aligned with ServiceNow best practice?
What configuration pattern provides the cleanest separation between:
ITIL as end user
ITIL as fulfiller
How can we ensure optimal GenAI grounding without mixing agent-facing knowledge into end-user channels?
