Specific Knowledge records are not visible to a specific user

To resolve this issue, review the following configuration areas in order. If all steps have been verified and the issue persists, contact Salesforce Support.

User License Permissions

1. If the affected user has a Salesforce License: Review the permissions of the profile or permission set assigned to the user.
   1. For users assigned to a role, the role determines category group visibility. See Category Group Visibility on Roles for more information.
   2. Users without visibility permission can only see uncategorized articles and questions unless default category visibility has been configured. See Modify Default Data Category Visibility for more information.
   3. A user can see an article if they can see at least one category per category group on the article. See Data Category Visibility for more information.
2. If the affected user is a Guest User: Users without visibility permission on a Community site should refer to Guest Users not able to access Articles on Experience Cloud Sites with Classic.
3. For Salesforce Community members (all Salesforce licenses including Chatter Free and Chatter Only): The article must be available via the community or partner channel, the user must have Read permission on the article type, and must have visibility permission on the article's data category. See Who Can See What in Communities for more information.

Sharing Settings for Knowledge Records

1. Check the Knowledge record sharing type in your org at Setup | Home | Knowledge Settings.
   1. Use standard Salesforce sharing selected: Check whether a sharing rule exists and is properly assigned for the affected user at Setup | Home | Sharing Settings.
   2. Use standard Salesforce sharing deselected: The org uses Data Category Sharing. Verify that the affected user's role, permission set, permission group, or profile is properly assigned. See Data Category Visibility for details.