Need to allow access to view knowledge articles to all agents but still use User Criteria

[kareng]

Our Agents support all Customers and can view what the Customer sees using HR Agent Workspace.

They also need to see all articles while searching the portal. We had created our own role sn_hr_core.kb_viewer but that no longer works since Vancouver. We need to find a solution to allow for a Group to see all articles without the added step of adding the Group to the User Criteria for every Article or Block that is created.

[Hemanth M1]

Hi @kareng ,

If a user criteria defined on the knowledge base why would you add group to every article??

[kareng]

User Criteria is for our Customers- employees.  If an employee calls about an issue the agent needs to see what they can see to help them use self-service in the future.  That is one use case for this.