An IT hardware manufacturer recently launched a self-service Experience Cloud site for its commercial customers using the Customer Service template. Customer Community users report that while they can log and view their own support cases, they are unable to see any published Knowledge articles on the portal. The administrator confirms that the articles are published and set to be visible in the internal knowledge base and customer channel. Which configuration step should the administrator check to resolve this visibility issue?
- Verify that Data Category Visibility is configured on the portal user profile or assigned permission sets.Answer
- BEnable 'Grant Access Using Hierarchies' on the Knowledge object under Organization-Wide Defaults.
- CCreate a new custom profile with 'View All Data' permissions and assign it to the affected community users.
- DConfigure component visibility rules on the Lightning web page using Dynamic Forms for Knowledge.
Answer
Verify that Data Category Visibility is configured on the portal user profile or assigned permission sets.
In Salesforce Knowledge, publishing an article to the Customer channel makes it eligible for Experience Cloud sites, but user access is governed by Data Category Visibility. If Data Category groups are not mapped to the portal user profile or permission set (or set to Default/All Categories), users cannot view the articles.
Step-by-Step Solution
Key Concept
Data Category Visibility in Experience Cloud Knowledge