HR Agent Workspace - Agent Assist "Search as Opened for" - How is it used?

Pedro Candeias
Tera Contributor

‎09-19-2024 03:20 AM

Hello All,

I'm trying to understand the feature in the HR Agent Worspace that is in the Related Search Results.

My expectations as reading the feature "Search as Opened for" I expected that the agent taking care of the HR Case will get access to knowledge articles that are available for the user that the case was opened for.

I've already tried my developers to make it work but there is no progress.

I've mentioned also the role knowledge_view_as if that could make this work but as per reply it is only to be used with the manager hub.

 

Has anyone make this feature work and how? Also with which outcome - is it providing search results as the feature name indicates? Showing content visible to the user in the opened for for the HR Case?

 

The opened for user has access to knowledge artivle on the ESC portal with User Criteria applied.

 

I would assume that this feature would impersonate the Opened for user and show, based on his matching user criteria, the articles he can read.

 

Articles for Agents and for portal user are in different knowledge bases.

 

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Thank you Community!

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Bhavesh Bijagar
Tera Guru

‎03-28-2025 12:05 AM

Hi @Pedro Candeias : Did you get any work around for this?

I was also looking for this and raise an HI Case for the same. I was told, the agent should also have access to that KB articles only then, those articles would be visible. meaning both Agent and Opened for should have access to that article. The use case is, to help Agent, whether the KA which agent is recommending is accessible by Opened_for or not.

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