Two knowledge bases exist on an instance: one for the IT department and one open to all employees. An employee with no additional roles searches from Service Portal and receives results drawn only from the employee knowledge base, although matching articles exist in the IT one. What accounts for the results this user receives?
- AKnowledge search returns results from a single knowledge base at a time, and the employee knowledge base is the default one for that user
- BThe IT articles sit in categories the user has not subscribed to, and only subscribed categories are included in a portal search
- CKnowledge search honours the read audience of each knowledge base, so articles in a base the user cannot read are excluded from the results Correct
- DArticles in the IT knowledge base are held at a draft state until an IT reader opens them, so search has no published text to match against
Why A is wrong: Search does present results grouped by knowledge base, which suggests a one at a time limit, but a user may receive results from every knowledge base they are permitted to read.
Why B is wrong: Categories do shape how articles are browsed and filtered, yet they carry no audience and there is no subscription that decides whether a category is searched.
Why C is correct: Search results are filtered by the same user criteria that govern reading, so a knowledge base the employee is not admitted to contributes nothing to their results.
Why D is wrong: Unpublished articles genuinely are absent from reader search results, but articles do not sit in draft waiting for a reader and the state of the IT articles is not what differs here.