A user segment defines access to knowledge base sections or community topics, based on a specific set of attributes, for a group of agents or end-users. You can apply user segments to restrict access to a section in your knowledge base or a topic in your community. This enables you to easily manage who can view specific content in your Help Center.
You can create user segments for your Help Center, then you can edit those user segments as needed.
To edit a user segment
- In Guide, click the Arrange content (
) icon in the sidebar, then click User segments.
A list of your user segments appears.
- Click the user segment you want to edit to expand it.
- Click Edit.
- Make any changes you need to make.
You cannot edit where a user segment is applied in the user segment itself. You apply user segments at the section or topic level. See Restricting access to knowledge base content and Restricting access to community content if you need instructions on editing the section or topic to change the user segment.
- click Save.
Comments
6 comments
Are user segments available to be utilized in Guide Theme customizations?
Hey James!
Can you be more specific about how you'd want to use these segments in your customizations? There's a lot that you can do with JS and CSS in Guide, but more detail on your use case will help us figure out if what you want to do is possible.
Hi - can these segments be reordered manually and/or automatically alphabetised
We have a different segment for every client and creating a new section that is limited to one or more clients takes some trawling through the list.
Hi Stewart!
Unfortunately the Segment list can't be reorder - it will always list Segments in the order that they were created. This would be a great feature to have. If you're interested, we'd greatly appreciate you posting this in our Product feedback forum: Product Feedback.
Please let us know if you have further questions :)
Best,
Hi,
I am trying to use segments to restrict access to knowledge base articles. Am doing the following
1. End users are created using the API and end users are given tags based on the role they have in our software
2. User segments are based on tags, some have one tag and some have multiple tags
We are seeing that some end users are not getting mapped to the segments which they should, for example if
Segment A : tag1
Segment B : tag2
Segment C : tag1, tag2
If an end user has both tag1 and tag2 we are expecting it to be mapped to all three segments but it is not happening.
Hey Alok, thank you for reaching out.
It is strange that you do not have this functionality working as expected. I set up a test within my own account and the behavior you described is happening within the account. I had 3 sections, each with a unique User Segment.
Section A: UserSegment1
Section B: UserSegment2
Section C: UserSegment12
The division of the Segments is as follows.
UserSegment1 Tags = testsegment1
UserSegment2 Tags = testsegment2
UserSegment12 Tags = testsegment1, testsegment2
I then created 3 unique users.
TestUser1 Tags = testsegment1
TestUser2 Tags = testsegment2
TestUser12 Tags = testsegment1, testsegment2
The way this all shook out on my Guide was that TestUser12 had access to all three sections, as they were added to all three segments. it's important that the tags are added to the user profiles directly. Do you see on the profiles that they are members of multiple segments? If not, there is something else at play. Perhaps the third user is added to a unique segment rather than all three. During my testing I accidentally made a unique tag and unique user segment, which lead to no access to the first two segments.
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