Leah,

No. The solution you propose would not address the problem for me (I won't speak for the others). The designation of users as "staff" or "end user" doesn't distinguish between functional areas of the company, and that's how we need to organize and separate the content in the segments. Our goal is to reduce clutter in search results by only allowing users in each segment to see relative content in Guide that affects their department.

For simplicity sake, let's say that I have three departments (segments) that use my Guide currently: CSRs, Supervisors, and Dispatch. What I can do today in Zendesk Guide is I can say that some content is entitled for Everyone (all segments), some is entitled for CSRs, some for Supervisors, and some for Dispatch. I can also create today additional custom entitlements that say "both CSRs and Supervisors" or "both Supervisors and Dispatch." But I can still only attach one entitlement (segment) to the article or Category or Topic, whether it is a single segment or a placeholder for multiple segments.

Now let's suppose that more departments (segments) want to make use of our Guide: NOC, Engineering, Field Technicians, and Sales. Now if I want to account for all the possible permutations of who can see a single article or Category or Topic, I need to create exponentially more placeholder segments to account for all the possible permutations and combinations of departments who should see the content without displaying it to anyone else that doesn't need it.

It would be far easier if multiple segments could be attached to articles (or categories or topics) in a similar way that labels are. I want to be able to attach the Dispatch, Engineering, Field Techs, and the NOC all to the same content without having to create a separate placeholder segment that includes all four of those segments.That's making extra work for me and cluttering my list of segments.

Thanks!