User segment indicator in article

4 Commentaires

  • Nicole S. - Community Manager
    Zendesk Community Team

    Hi Brad, 

    This is a great use case for the free Zendesk Knowledge Capture app. If your agents use the app to search for and link to articles, it will notate if there is any restriction on an article with the lock icon so the agent can see it from the ticketing interface. 

    Here's some additional information about searching and linking articles using the Knowledge Capture app.

    The other alternative would be to have your agents search your knowledge base using an incognito window, so that they receive the same search results as any end-user not in a user segment. 

    I hope that helps! Let me know if you have further questions. 

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  • Brad Marshall

    That addresses part of the problem; specifically when Agents are searching in response to tickets. But we still run into scenarios (like a client sharing content only they have access to) that doesn't address this problem. We also have lots of Light Agents and Agents that search in Guide because they are responding to Guide comments or Community posts. Asking them to search in incognito mode while they are already in Guide responding to a client is a training/process nightmare when it is not intuitive.

    I'm guessing there is not currently a way to have that visual indicator.

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  • Nicole S. - Community Manager
    Zendesk Community Team

    Hi Brad - 

    Not out of the box, unfortunately. The only other suggestion is to come up with a naming convention for everything that is segment-limited (such as putting something in brackets at the end of the title) so that serves as a visual cue. 

    It's possible that this might be achievable via some custom code in your theme template, though I'm unable to advise on what that code might be. You could post in the Guide Q&A topic in the community to see if anyone can make a suggestion on how to accomplish this via customization. 

    You also might want to post this as a feature request in the Feedback on Guide topic, for the product managers to consider. I think it's a great suggestion. 

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  • Brad Marshall

    Thanks, Nicole S. - Community Manager.

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