Loading

ITSM:Knowledge Checkboxes effect on UEL users

Publiceringsdatum: Jun 29, 2026
Beskrivning

The Visible to Customer and Visible to Partner checkboxes on the Knowledge Article detail page do not control article visibility for users accessing content through the Unified Employee profile. These settings only apply to customer and partner-facing channels, so articles remain accessible to Unified Employee profile users regardless of how these checkboxes are configured.

Lösning
This is working as per platform design. The Visible to Customer and Visible to Partner checkboxes only impact authenticated users assigned a Customer or Partner profile — they have no effect on users with a Unified Employee profile.

To control Knowledge Article visibility for Unified Employee profile users, system administrators can use either of the following approaches:

1. Data Categories
Set up Data Categories and control visibility through Data Category visibility settings.
  • Ensure the default Data Category visibility is set to None
  • Verify that user role settings are not impacting visibility
 
2. Sharing Rules (for orgs using Standard Knowledge Sharing)
Configure Sharing Rules and select the All Restricted Employee Users public group when defining the share target. This group applies to all users with the Unified Employee license.
Knowledge-artikelnummer

005388144

 
Laddar
Salesforce Help | Article