VA shows articles of no access 'You do not have sufficient privileges to access this knowledge item'

[si21]

Hi experts,

Virtual agent search displaying articles but when users clicks and opens the link, it shows below error "You do not have sufficient privileges to access this knowledge item".

This particular KB article is coming from a VA topic and user has access to topic but not the article.

If user does not have access, VA should not even show the link. How can we fix this.

TIA.

[Mark Manders · Accepted solution]

I think it should be the other way around: if a knowledge article is helpful for resolving a topic, the article should be available to everyone having access to VA.