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?
