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I have a Support Representative Profile and in that Profile I have two users (User1 and User2). I have enabled "Knowledge User" for both and also given the following permissions to Support Representative profile.

Manage Knowledge Article Import/Export   
Manage Articles  
Manage Salesforce Knowledge  
Allow View Knowledge     
Knowledge One   

when I login as User1, But can see the Knowledge tab and Article Management tab. But when I login as User2, I don't see the Knowledge tab and Article Management tab why ??

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  • The only possible reason I could think of is the "Knowledge User" checkbox, but you mentioned that it's already checked. I would recommend to verify that again. What is the license type of this profile? – Salesforcesmarty May 3 '17 at 4:08
  • Please see the updates above. Its really frustrating to see this weird behavior ! Each Setting I have check – user4567570 May 3 '17 at 4:13
  • help.salesforce.com/articleView?id=000005402&type=1 -> You pretty much have covered all the permissions required for setting up knowledge article. Try to setup a new user with the same profile and enable knowledge user, check if he sees the article tab ? – Salesforcesmarty May 3 '17 at 4:25
  • Hey What if the new user can see the tabs? I wonder then why existing user which is created in that profile cant' see, if one can see that without any issue? Both should faced the problem – user4567570 May 3 '17 at 4:27
  • do both the users are using same license? check the user's customize my tabs, clicking on that button. Also try to create a new App like Knowledge Management and expose those tabs. Assign the App in the profile. Secondly, are you using the knowledge in classic or console mode? – Santanu Boral May 3 '17 at 4:38
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I got the solution to the above issue. Each user has to do the Customize Tab setting and in that tab setting you need to make the fields visible.

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