Good morning, SN Knowledge Community,
I’m hoping someone can help with a challenge we’re facing. We’d like to display the can_read field on the Agent Assist knowledge card in Service Operations Workspace — ideally without making customizations.
Currently, we designate KB articles as Internal or External. In Classic View and Employee Center, our support agents can easily see whether an article is Internal through a banner we’ve added, which shows both the Knowledge Base and the can_read value (visible only to users who can access the article).
In Service Operations Workspace, however, we’ve found only two ways to determine whether an article is Internal:
Opening the article in Edit view — which is too time-consuming to be practical for most agents.
Using the Search as Affected User toggle — which has limitations, especially when other users are watching or copied on the ticket.
Is there another way to surface this information in SOW without recoding the interface or making architectural changes?
Thanks in advance for your guidance,
Adam
