Managing user segments (Guide Professional and Enterprise)

A user segment is a collection of end-users and/or agents, defined by a specific set of attributes, used to determine access to Help Center content.

All of your user segments appear on the User Segments management page. After you create user segments, you can edit, duplicate, or delete those user segments as needed. You must be a Guide admin to manage user segments.

To apply user segments to determine user permissions, see Setting view permissions on articles with user segments and Create management permissions to define agent editing and publishing rights.

This article contains the following sections:

• Accessing your user segments
• Editing user segments
• Duplicating user segments
• Deleting user segments

Accessing your user segments

All of your user segments appear on the User Segments management page. User segments are divided into two tabs:

• Staff members
• Signed-in users

User segments appear in each tab in the order in which they created, newest to oldest. You cannot rearrange user segments in the list.

To access your user segments

• In Guide, click the User permissions icon () in the sidebar.

  User segments appear on the Staff members tab and the Signed-in users tab.

  

Editing user segments

You can create user segments to define access to articles and topics in your Help Center. You can edit a user segment at any time to change the user type (signed-in or agents) or to update the tags, groups, or organizations that define the user segment.

To edit a user segment

1. In Guide, click the User permissions icon () in the sidebar.

   User segments appear on the Staff members tab and the Signed-in users tab.

2. Click the user segment you want to edit.

   Alternatively, you can click the options menu at the end of the user segment, then select Edit. You cannot edit the built-in user segments.

   The user segment opens for you to edit.

3. Make any changes you need to make.

   You cannot edit where a user segment is applied in the user segment itself but you can view click Applies to these articles to see a list of articles where the user segment is applied.

4. Click Save.

Duplicating user segments

You can create a duplicate of an existing user segment if you want to use it as a starting point for a new user segment.

To duplicate a user segment

1. In Guide, click the User permissions icon () in the sidebar.

   User segments appear on the Staff members tab and the Signed-in users tab.

2. Click the options menu at the end of the user segment you want to duplicate, then select Duplicate.

   

   The duplicated user segment appears in your user segments list. The name of the user segment has copy appended to it.

Deleting user segments

You can create user segments to define access to articles and topics in your Help Center. When you no longer need a user segment, you can delete it. You cannot delete a user segment if it is currently applied to a knowledge base article or a community topic.

To delete a user segment

1. In Guide, click the User permissions icon () in the sidebar.

   User segments appear on the Staff members tab and the Signed-in users tab.

2. Click the options menu at the end of the user segment you want to delete, then select Delete.

   

   If the user segment is not currently applied to an article or topic, it is deleted and removed from your list of user segments.

   If the user segment is currently applied to an article, you can delete it. The user segment field of the article is unselected.

   If the user segment is currently applied to a topic, you cannot delete it. In that case, you can edit the article or topic where the user segment is applied to change the user segment (see Setting view permissions on articles with user segments and Restricting access to community content).