We have begun using user segments to limit access to particular articles in our Help Center. However, we have come across a challenge.
Currently, in an article that is restricted to a subset of users (user segment), there is no way to provide a visual indicator that this article is restricted. If the article was only visible to agents/managers, then the article object does return an "internal" boolean so that a visual indicator can be presented. However, if it is a user segment, it does not.
This presents a few problems:
- When internal users (agents/managers) searches the Help Center for an article, they will easily share it with a customer without knowing that the article is restricted to only a subset of users.
- A customer that belongs in the user segment doesn't realize that other customers do not have access and often refer to the articles in our Community posts.
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