Search experience for Agents on Portal & Workspaces

[Kass3m]

Has anyone solved employee vs. HR knowledge access without duplicating content?

We’re trying to balance employee search experience with agent usability and curious how others have handled this.

Current state:

• We have an internal HR knowledge base for HR-only content
• It’s technically visible on the portal today, but agents can easily filter to it and employees don’t see it
• We also have employee-facing articles (policies, etc.)

What we want:

• A clean employee search experience (less noise, true employee demand)
• At the same time, HR agents need to see exactly what the employee sees so they can support inquiries

Challenge:

• If we remove HR from employee-facing content (User Criteria), agents lose visibility unless we duplicate articles into an internal version
• We’d like to avoid maintaining two versions of the same content

Ideal state:

• Agents can easily access/view employee-facing articles as-is
• Ideally in a knowledge-style view (not only within a case)

Questions:

• Has anyone solved this without full content duplication?
• Are you using a hybrid approach (shared articles + separate internal guidance)?
• Any best practices for letting agents view employee content outside of case context?

[Tanushree Maiti]

Hi @Kass3m 

Use Role-Based Access Control (RBAC) to govern a single, unified knowledge base.

This eliminates content duplication by ensuring the same article serves both audiences, dynamically adjusting visibility based on the user's role.

1. Instead of two separate sets of articles, maintain one single article with specific audience permissions per topic .

refer: Managing access to knowledge bases and knowledge articles 

2. Use user criteria and apply to Knowledge base. 

Simplify knowledge authoring for writers and knowledge consumption for readers with knowledge blocks. Knowledge blocks are reusable pieces of content secured by user criteria that you can add to knowledge articles in a knowledge base.

The user criteria controls which users can read or not read the block content in an article or search, enabling users to more easily view content that is relevant to them.

Refer: Servicenow Doc : Knowledge blocks