question Re: HOW TO HIDE KB ARTICLE IN AI SEARCH in Employee Slate and Employee Center forum

HOW TO HIDE KB ARTICLE IN AI SEARCH

MattiaD97748969 — Thu, 12 Feb 2026 15:50:20 GMT

Hi all,

I have an AI Search configuration for KB_knowledge, and the workflow is published.

Several articles have user criteria based on the user’s role.
In the AI Search results, all articles are displayed, but when a user clicks Read more, they receive the message:

"You do not have sufficient privileges to access this knowledge item."

How can I modify the results so that articles with user criteria are hidden from users who do not meet those criteria?

Re: HOW TO HIDE KB ARTICLE IN AI SEARCH

Nayan ArchX — Fri, 13 Feb 2026 03:36:05 GMT

Hi,

Your issue happens because AI Search is not enforcing User Criteria during search.

Fix it by:

Enabling content access filtering on the KB Search Source
Ensuring the Search Profile enforces access
Rebuilding the index

If my response has resolved your query, please consider giving it a thumbs up ‌‌ and marking it as the correct answer‌‌!

Thanks

Nayan Patel

IT ServiceNow Consult, ServiceNow ArchX

If my response has resolved your query, please mark it Helpful by giving it a thumbs up and Accept the Solution

Re: HOW TO HIDE KB ARTICLE IN AI SEARCH

MattiaD97748969 — Fri, 13 Feb 2026 09:08:08 GMT

Hi Naya,
what do you mean by “Content access filtering”?
I don’t see any option to create a script that checks user roles.

Could you please explain how this process works?

Re: HOW TO HIDE KB ARTICLE IN AI SEARCH

DritonC — Sat, 21 Mar 2026 10:22:14 GMT

Hi @MattiaD97748969 did you manage to solve this? I'm also looking for a solution