Many thanks to Michelle Corona for pointing this one out!
See Search as different user in Product Documentation.
As Service Desk agents, we like to leverage knowledge articles to support users. Very often, this can reduce handle time significantly for cases. However, when supporting many customers / geographies / subsidiaries out of a single instance, it may be challenging to identify appropriate articles to share. Often, the Service Desk agent has broad access to articles though only a subset may be applicable to the case at hand.
In the past (Pre-Eureka), I've seen articles for resetting a password at customer A's site shared out with Customer B users instead. Other than via using naming conventions, it was difficult to tell if a particular end user was entitled to see a particular article. Separate knowledge bases have certainly helped with this issue, though we still have the challenge of knowing if the customer user has appropriate roles to view articles.
Within Geneva, we now have the ability to display search results as both the current user as well as an alternate user.
Example:
- Service Desk Agent searches and sees all articles visible based on rights and visibility. In a second tab, he also sees articles visible to the caller / requester.
- HR manager searches the HR knowledge base and sees all articles available to him as a manager. In a second tab, she also sees articles visible to the requester.
This allows us to be sure articles we share will be visible to and applicable to the end user.
