Setting view permissions on articles with user segments

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Note: Article view permissions are limited on Suite Team. You can allow all users to view an article or only signed-in users. You cannot restrict content to admins and agents or a custom user segment.

You can determine which content users see by setting view permissions. The following options are available:

• Visible to everyone includes anyone who visits your help center and does not require sign in.
• Only visible to selected user segments select up to 10 user segments from any of the following (Enterprise plan required to select multiple user segments):
  • Signed-in users includes internal and external users who create an account and sign in to your help center.
  • Agents and admins includes team members only, so that you can create content that is internal-only.
    Note: Light agents are included in this segment. For a list of light agent permissions, see Understanding and setting light agent permissions.
  • Custom user segment allows you to restrict viewing access to specific users based on tags, organizations, or groups by applying 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 admin or an agent with publishing permissions to set view permissions for articles.

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

If visibility for all the articles in a section is internal, 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 admins. Admins can access all knowledge base content, regardless of the view permissions.

To set view permissions for an existing knowledge base article

1. In your 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. If the Article settings panel is not displayed in the sidebar, click the Article settings icon () to expand the panel.

   

3. Click the Placement card to expand the Placement panel.

   

4. Under Viewing permissions, select one of the following options to determine which users can view this article:
   • Only visible to selected user segments select up to 10 user segments from any of the following (Enterprise plan required to select multiple user segments):
     • Signed-in users includes internal and external users who create an account and sign in to your help center.
     • Agents and admins includes team members only, so that you can create content that is internal-only.
       Note: Light agents are included in this segment. For a list of light agent permissions, see Understanding and setting light agent permissions.
     • Custom user segment allows you to restrict viewing access to specific users based on tags, organizations, or groups by applying user segments. See Creating user segments to restrict access.
   • Visible to everyone includes anyone who visits your help center and does not require sign in.
5. Click Update settings.

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