Setting view permissions on articles with user segments

Note: Article view permissions are limited on Guide Lite. You can allow all users to view an article or only signed-in users. You cannot restrict content to agents only or based on tags, groups, or organizations.

You can determine which content users see by setting view permissions. The following options are available, but vary according to plan:

• Visible to everyone includes anyone who visits Help Center and does not require sign in.
• Signed-in users includes internal and external users who create an account and sign in to your Help Center.
• Agents and managers (Professional and Enterprise) includes staff members only, so that you can create content that is internal-only.
• Custom user segment (Professional and Enterprise) enables you to restrict viewing access to specific users based on tags, organizations, or groups by applying custom user segments (see Creating user segments to restrict access).

You set view permissions at the article level, not the section or category level. You must be a Guide Manager or an agent with publishing permissions to set view permissions for articles.

Tip: You can update permissions for articles in bulk (see Updating articles in bulk). If you want to set permissions for all articles in a section, first create an article list filtered by the section, then update the permissions for those articles in bulk.

If visibility for all the articles in a section is internal (Professional and Enterprise only), then the section will not be visible to end-users, but if one article in an internal section is visible to any end-users, then the section will become visible as well.

View restrictions do not apply to Guide Managers. Managers can access all knowledge base content, regardless of the view permissions.

To set view permissions for an existing knowledge base article

1. In Help Center, navigate to the article you want to edit, then click Edit article in the top menu bar.

   

   Alternatively, in Guide, click the Manage articles () icon in the sidebar, then select an article from an article list to open it in edit mode.

2. (Guide Enterprise only) Click Article settings at the bottom of the sidebar.

   

3. Under Visible to, click the drop-down menu, then select an option to determine which users can view this article.

   • On Guide Lite, you can make the article visible to everyone or you can restrict view access to signed-in users.

   • On Guide Professional and Enterprise, you can make the article visible to everyone or you can restrict view access to signed-in users, agents and managers, or a custom user segment (see Creating user segments to restrict access). Twenty custom user segments appear in the drop-down; use search if you have more user segments.

   Guide managers and agent with publishing permissions can set view permissions for articles. Agents who do not have publish permissions on any article will not see this option, and the view permissions will default to agents and managers.

4. Click Save.

To set access restrictions in the community, see Applying user segments to restrict access to community content.