Limit Knowledge by Business Units

Knowledge articles returned by search, popular articles, and recommended knowledge can now be limited by Business Unit (BU). The BU used depends on the where knowledge is being searched and whether or not you have chosen to filter by BU in that UI.  If fully enabled and setup correctly, employee knowledge will be limited by the Business Unit assigned to their user and agents will see knowledge matching the BU of the Help Desk Request they are working on.

This allows for more targeted responses when searching for knowledge because users will no longer be shown knowledge articles that are only applicable for unrelated Business Units.

Steps to Enable

Prerequisite: This feature requires Redwood Knowledge.  If you do not currently have Redwood Knowledge, start by raising an SR to request Redwood Knowledge enablement in your environments.

  1. Opt-in to the "Knowledge Management Business Unit Support" feature and perform all necessary setup
  2. Move all existing knowledge to the appropriate BU and create any new knowledge needed to cover your BUs
  3. Select the appropriate Profile Option:
    • ORA_HRHD_ENABLE_KM_FILTER_BY_BU - Determines whether or not knowledge is filtered by business units for HCM-striped knowledge (which is used by HR Help Desk in the Redwood Experience).
    • ORA_ISR_ENABLE_KM_FILTER_BY_BU - Determines whether or not knowledge is filtered by business units for ISR-striped knowledge (which is used by Internal Help Desk).
  4. Select the correct value for the profile option from this list: None, Both, EmployeeFlow, AgentFlow.  When the profile option is turned on knowledge articles and searches will be filtered by Business Unit following these rules.  
    • For Agent , Knowledge Articles are filtered on SR Business Unit
    • For Employee, Knowledge Article are filtered on Employee Business Unit
  5. If you want to take advantage of this feature in the Agent flow it is important that the Help Desk Requests being created are having the employee's Business Unit assigned.  In order to do this you will need to update the enableEmployeeDefaultBU constant to be TRUE in Visual Builder.  

Tips And Considerations

If the "Knowledge Management Business Unit Support" feature is disabled, even if a business unit is passed to the knowledge search from Help Desk, the business unit will be ignored.

Access Requirements

Any Help Desk user who can search knowledge will automatically take advantage of this new feature once it is configured.