Why Articles linked to Service Request not visible to employees

Summary:

When using “Share to Service Request” to share Knowledge article and sending it via email, employees receive the email with the link and are able to access it successfully. However, when using “Link to Service Request” only, the Knowledge Article is accessible to agents but not to employees. Could you please assist in understanding this behavior?

Content (please ensure you mask any confidential information):

Version (include the version you are using, if applicable):

Code Snippet (add any code snippets that support your topic, if applicable):