Agent Assist - Agent Workspace - search on articles where agent is not eligible for

[Alexander17]

Hi 

Im facing a challenge. Our agents have not access to a set of knowledge articles. Still i would like that they can search for the articles in the Agent Assist, able to read and attach to a case.

Do anyone knows if that is possible. So it skipps the read criteria that is on an article. Example. manager only article is an agent is not able to read/see via the front-end. still there can be content on it that answer the raised question.

thank you for reply

[Dr Atul G- LNG]

Hi @Alexander17 

I am not 100% sure on this but I have a question that in this case you are bypassing the user criteria and I think which may be a dangerous thing.  If we allow Now Assist to search like this , then may be agent can see the very confidential KB as well , which only build for a specific set of users.

Adding @Shamma Negi for view. 

[Alexander17]

yes and not. how can the (HR) agent help the manager for example with specific knowledge, if the agent dont have access to it via the backend.

Just wondering how it works. For example do the Workspace use the subject person to filter on what articles the agent can see or not.

[Dr Atul G- LNG]

HI @Alexander17 

In this case HR agent must have access to this KA, as he /she working in HR domain to support users.

[Shamma Negi]

As per my knowledge also, you should first have the required access/role in order to access any information from the backend. We have virtual agent nowassist who searches and gives you the required information. But that user has all the required access to go and read the backend info.

Hope it helps.