Announcing user segments for managing Help Center access restrictions Follow

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22 comments

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    Nicolai Zerlang

    This is great. Will it be possible to automatically assign users to segments? Example is that a user is not a member of any organization will automatically be put in a segment with limited access

    N

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    James Green

    Very cool. This hope could be useful for previewing new articles internally for colleagues that are not Agents.

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    Jason Maynard

    Hey Nicolai,

    Users are part of a segment as soon as they meet the conditions specified for a segment eg. orgs and/or tags, but today it isn't possible to explicitly add a user to a segment that doesn't match the specified conditions.

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    Sylvain

    Hi,

    Restrictions are still on section only, right?

    It will be greate to also have the possibility to add restrictions on articles directly. It will hep a lot for helpcenter mapping. Currently we are obliged to create a section with restrictions to placed an article attended to agents only whereas this article would be much more easier to find by agents if it was placed in an existing section among public articles (for instance a confidential information about a product specification usefull for agents could be place in FAQ section).

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    Carl Granström

    Hi!

    Is there any way to restrict for example commenting on posts in the community based on user groups? Would solve a lot of problems for us.

     

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    Elizabeth Toy

    When setting the User Segment for a topic or section, can it only be set to one? Or can multiple segments be selected?

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    Jason Maynard (Edited )

    @Carl - Sorry. User segments can't currently be used to restrict which users are allowed to comment on posts, it only applies to viewing at this time.

    @Elizabeth - Currently, only one user segment can be applied per Section / Topic. I've received some other feedback around applying multiple user segments, so we'll be looking at that functionality in the future.

    Thanks fore the feedback!

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    Virginia Goggins

    I was very excited to see this UNTIL I saw that we're still limited to the restriction that the end user have ALL the tags listed.  Please give us the ability to set restrictions based on one or more tags.  For instance, we have technical information that we would like to restrict to users that have either the local, state, region, or national tech tag.In other words, "if tag A or tag B or tag C or tag D, then agent has access".  Without this, the User Segments is useless to us.

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    Jason Maynard

    Hi Virginia,

    Thanks for the feedback. Adding the ability to define user segments based on at least one tag vs all tags criteria came up in a discussion with another customer a couple weeks ago. It won't be part of this initial release, but it's something we'll look into around roles and permissions.

    Best,

    Jason

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    Dinesh Korgaokar

    all segments looks identical difficult to locate. if it was possible to lick it from section then it would have been easy to modify. Now I need to create new for modification. 

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    Jason Maynard

    Hi Dinesh,

    Thanks for the feedback and apologies the user segments are difficult to locate with the derived naming. We don't have the functionality yet to link back to a specific user segment in the admin view, but it has come up in a couple different use cases, so we'll look into it.

    Best,

    Jason

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    John Collman

    @jason maynard,

    We would definitely need the ability to have multiple segments applied to a single section. This basically breaks a functionality that we're using now, which is that a user can have tag 1 OR tag 2, and I could add both tags to the section. 

    Now we have to pick which set of users I want to give visibility. 

    Also, it would be useful to be able to apply restrictions at the Category level, not just at the section level. ( i bet for some use-cases, the article level. not mine yet though).  

    I could see this being very useful to segment content based on product line, where there might be content partially shared between two groups. 

    Feel free to reach out if you have questions. Glad to chat.

    @Dinesh, not sure how many segments were auto-generated for you, so this may be impractical, but you can edit the titles of the segments to make them more clear. That was the first thing I did. 

     

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    Todd Pauley (Edited )

    I was pretty excited when I saw this, but it didn't turn out like I hoped, though it's not totally useless to us.  

    We really need this on the management side.  It's a little worrisome that in order to allow knowledge base content owners to update and re-order their articles, we also have to give them access to our Help Center code.  

    We have many non-IT type people updating those articles, whom I want nowhere near HTML/CSS or JS.  

    Any chance this will be added to the management side soon?  An alternative I'm missing? 

    Thanks!  

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    Malach Mochache Versata

    We have more than 100 user segments. Can you please make the list sortable and searchable?

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    Jason Maynard

    Hi Malach, 

    Thanks for the feedback. We'll look into making the lists sortable and adding search.

    Best,

    Jason

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    Malach Mochache Versata

    @Jason, that would be great. Thanks!

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    Sadie Dickman

    @Jason, do you plan to allow permissions to be restricted on the category and/or article role as suggested by several others users here? Didn't see that addressed in your responses. Thanks!!

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    Jason Maynard

    @Sadie - We're currently researching a few different options to make the permissions and taxonomies (Categories, Sections, and Articles) more flexible. We don't have a final design spec yet, but it's something that is a high priority for us. Best, Jason.

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    Sadie Dickman

    @Jason - great, thanks! Looking forward to it.

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    DJ Yoder

    @Jason - is there any plan to be able to give multiple user segments access to content?  Today if we have 10 different groups segmented by unique tags, but we have content that relates to 5 of those groups, I have no way of getting the content to only those 5 groups.  I have to duplicate my content 5 times or update all the users in those 5 groups with a common tag.  This has created a lot of headaches for us. 

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    Jason Maynard

    @DJ - Thanks for this feedback. This has definitely come up in feedback and we're looking at a way to solve it via something like multiple user segments per section or "OR" statements for tags. We're doing a lot of this research this quarter, so we'll have a better answer on timing in December/January.

     

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    Kim Chi Nguyen

    Hi
    Could you please tell me about 
    How to add Tags and Organizations to 'Create segment'?
    We can input new or Tags were already created before?

    Thank you

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