Filter Incident Search Results by Agent Role
You can limit knowledge search results in the incident workspace so that agents will see only articles assigned to the user groups they belong to. Articles that have no users groups assigned are available to all agents.
Before you can limit agents' access to articles by user groups, you need to do these tasks.
Set up user groups.
Create profiles and console users.
Assign user groups to profiles.
Assign user groups to articles.
You can find information on setting up access levels, service level agreements, profiles, and console users in Using B2C Service.
Login to the administration interface as an administration user.
Go to the Knowledge Advanced Configuration page in the administration interface.
Select to open User Group Configuration screen.
Click Override default configuration to enable the Use User Group For Console User check box.
Select the Use User Group For Console User check box, then save the configuration setting.
When agents search for knowledge in the incident workspace, they will see only articles assigned to the user groups they belong to.