Restricting Knowledge Base Articles for Specific User Groups in ServiceNow Chatbot

Konstantinos_V — Fri, 28 Feb 2025 15:20:34 GMT

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!

Re: Restricting Knowledge Base Articles for Specific User Groups in ServiceNow Chatbot

Robbie — Fri, 28 Feb 2025 15:54:16 GMT

Hi @Konstantinos_V,

I believe this is an accidental duplicate. As part of some courtesy house-keeping, can we close this out please.

https://www.servicenow.com/community/knowledge-managers/restricting-knowledge-base-articles-for-specific-user-groups-in/td-p/3192186

To help others (and for me to gain recognition for my efforts), please mark this response correct by clicking on Accept as Solution and/or Kudos.

  Thanks, Robbie

question Restricting Knowledge Base Articles for Specific User Groups in ServiceNow Chatbot in Community Central forum

Restricting Knowledge Base Articles for Specific User Groups in ServiceNow Chatbot

Re: Restricting Knowledge Base Articles for Specific User Groups in ServiceNow Chatbot