Restricting Knowledge Base Articles for Specific User Groups in ServiceNow Chatbot

[Konstantinos_V]

In my organization, we are about to implement the ServiceNow chatbot alongside a public ServiceNow Knowledge Base, which will act as the single source of truth for the chatbot.

My question is:

• Can we create articles in this public Knowledge Base that are accessible only to specific user groups?
• If yes, will the chatbot be able to recognize a user's group and provide answers based on restricted articles available to them?

What we want to have, is a single Knowledge Base (KB) that is accessible to all users, but with specific articles restricted to certain groups.

Has anyone already implemented something similar? I’d really appreciate any best practice sharing or insights on how to set this up effectively.

Thanks in advance!

[Medi C · Accepted solution]

@Konstantinos_V 
If you are referring to Virtual Agent from ServiceNow and not a custom external chatbot built on ServiceNow. The VA is a taking the User Criteria into account when suggesting KB Articles. Only data which is accessible by a user should be visible.

[Medi C · Accepted solution]

@Konstantinos_V 
If you are referring to Virtual Agent from ServiceNow and not a custom external chatbot built on ServiceNow. The VA is a taking the User Criteria into account when suggesting KB Articles. Only data which is accessible by a user should be visible.

[Konstantinos_V]

@Medi C ,

Thank you for the reply, so i need to have the specific articles i want, created with user criteria, and also create the user groups that have these criteria right?

[Medi C · Accepted solution]

@Konstantinos_V 
You are welcome. Correct! That is the OOTB structure, if you aren't using any custom solution to display/hide KBs. Then it should be fine. As ServiceNow takes into account ACLs & User Criteria when displaying any information through Virtual Agent.

So in short, if records are not accessible to a user in ServiceNow, they won't be accessible through the VA.