About the Impersonate feature?

[ASHU_1]

1. In manager hub a manager can view his/her direct reports knowledge articles (does it use the impersonate feature? also does it use the user criteria or hr criteria or both)

2. Isn't Impersonation mostly used by admins for testing and debugging? Is it really used as a process feature, any use cases? and is it really best practice/advisable to use it within a process?

3. Can you imagine HR folks with impersonate role, where they can impersonate any user and see what knowledge articles they have access to from employee center search, or is there any other place, they can get access to knowledge articles.

4. Agent Assist also allows HR agents to view KA - is this based on user/hr criteria or the impersonate feauture that they are able to view the KAs that the Opened for/Subject person is entitled to? and if it works that way, then the logic/rule works on Opened for or Subject Person?

Thanks!

[ASHU_1]

@John Zhang1 

[John Zhang1]

The Impersonation role is assigned for only testing propose,  In manager hub a manager can see his/her KB reports, most case is using the user criteria or hr criteria or both.  The HR agents contain HR basic role to allow them to have the access (Read and edit ) most HR case, except ER cases.

I hoe I answered your questions.