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Knowledge Articles - Set search filters on Agent level

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Posted on by SG-29041047-1

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We currently have 600 knowledge articles spread over 4 business units at our organization.

I have now enabled filters on the Knowledge Article search field, so that they are able to filter on the Busniess Unit they want (Image below is taken from my Demo Organization)

However, I want to have a field selected based on the users business units.

Example: If the user is in the the Technology Business Unit, the user automatically has this selected.

I know that the user can select this from the Customer Serive Hub og the Customer Service Admin Center, however the users are restricted from these applications.

Is there any way I can work around this issue?

All answers are appreciated.

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Leah Ju Microsoft Employee on at

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Hi Partner,

The users are restricted from these application.

Maybe you can copy url of the configuration page, and share it to these users.

Or you can create one new app, and put url in this app, then make these users access it through this app.

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