How do I restrict content between public facing documentation and internal documentation?

Question

How can I separate an internal help center for my agents while maintaining a public-facing help center for my customers?

Answer

Utilize user segments to divide a help center among various groups. User segments are used to distinguish whether an article is internal only or available to your customers.

The pre-built Agents and managers user segment can facilitate the creation of internal documentation. Adopt a consistent naming convention for easy identification of internal documents by agents. A common method is appending the term "Internal" to agent-specific documentation. Group internal documents into separate sections within the help center for better content management.

For additional information on user segments, consult the article: Creating user segments for Guide user permissions.