Our HR Support Center team requires the ability to have access to all content in Knowledge Articles and Blocks. It has come to our attention that when utilizing the Agent Assist "Search as Customer" in HR Agent Workspace, they are still seeing all content in the article. Our goal would to have that "Search as Customer" toggle switch to show only what is available to the Customer.
For example HR Support Center user TH454 has case HRC1999702 for Customer Leanne Quigley, who is an employee and manager. When TH454 uses "Search as Customer" for article KB0016327 (UKG Dimensions: Job Aids), she can see more knowledge blocks than the Leanne should see. We would expect for the HR Support Center user to only see the Knowledge Blocks the Customer has access to. This is confirmed when impersonating the Customer in the portal and searching the article.
Recently, we have attached a custom role 'kb_viewer' to the HR Support Center group and have added that role to a User Criteria 'KB Sees Everything." Then, we created a fix script to attach the User Criteria to all published articles in the system.
When looking at the Contextual Search Table Configuration, nothing is standing out as to why this happens. Could you please help me understand why this is not working as expected?
