Published at: 2026-10-15

Troubleshoot Knowledge Visibility Issues

Locate the reasons why knowledge is invisible or unusable.

Overview

Knowledge base permissions apply to the left navigation, lists, direct links, search, Ask AI scope, AI recall, and answer sources at the same time. An entry being invisible does not necessarily mean the content does not exist. It may also mean that the current account lacks frontend resource permissions, product usage conditions, or CRM object permissions.

Before You Start

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  • Information to prepare: Record the name and access entry of the target space, folder, or knowledge.
  • Version requirement: Use the current Knowledge Base 2.0 interface.
  • Scope of troubleshooting: Check product conditions, resource permissions, content status, search scope, and CRM object permissions.

Common Cases

Symptom Possible cause How to handle
A space is not visible in the left navigation No view permission on the space, or only subfolder permissions Access the permitted subfolders through search, direct links, or AI entries; contact the space administrator for authorization
Knowledge opens but attachments cannot be downloaded Only View permission Request Download or higher permission
New is not visible or the target location cannot be selected No Edit permission on the target folder Choose a personal space or request Edit permission on the target folder
Import is not visible No Edit permission on any of the four source folders Contact the default knowledge space administrator for authorization
Known knowledge cannot be found in search No view permission, knowledge not published, unpublished, retired, deleted, or past validity Ask the knowledge maintainer to check status and permissions
AI does not use a piece of knowledge Insufficient permissions, scope not selected, knowledge status unavailable, or recall not hit Check the knowledge scope, status, title, and similar Q&A pairs
Agent cannot return CRM data Missing target object or record permissions Request access through the CRM permission process

Before Requesting Permission

Explain to the administrator the space, folder, or knowledge name you need to access, the purpose, the expected permission level, and the usage period. A user with Manage permission on the target space or folder adjusts the resource permissions in the frontend. Do not use the backend AI knowledge entry or enterprise knowledge space permission settings to handle Knowledge Base 2.0 visibility issues.

Expected Results and Verification

  1. Reopen the corresponding pages with the current account.
  2. Confirm that you can distinguish product conditions, resource permission, status, and search-scope issues.

FAQ

Issue Resolution
Target entry is not visible Check the product usage conditions and the current account permissions.
Results are not updated after an operation Refresh the page and check the task status or knowledge status.

Related Topics

  • Knowledge Base 2.0 Overview
  • Quick Start for the Corresponding Role
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