HR Help Desk - Key Requirements - Knowledge, service entitlement and digital assistant capabilities

Please note that the questions are of abilities of the current HR Help Desk product and NOT NEXT GEN Help Desk

Summary:

Our client is looking to implement HR Help Desk ( Classic ) and has few key concerns/requirements from the product. Need some inputs on the same please.

Knowledge management, Service Entitlement and ODA abilities in the current HR Help Desk product ( NOT NEXT GEN )

Content (required):

·      Knowledge Management – I did read about ability of creating user groups however it is not clear if ‘Knowledge Articles’ can be restricted to a specific set of Employees, I believe this was not possible in earlier releases of HR Help Desk ? Business wants some articles to be available only to the HR/Payroll departments and not all Employees.