The structure of user segments enforces too much restriction on knowledge base content, forcing our customers to create an overwhelming and unscalable number of segments

8 댓글

  • Angéline Nguyen

    We encounter the same issue. Our workaround is to create extra user segments combining different groups.

    For example, if we have 3 different groups, A, B and C, we'll need 7 user segments:

    1. A
    2. B
    3. C
    4. AB
    5. AC
    6. BC
    7. ABC

    This is manageable for accounts with few groups. In our case, we have more than 10 groups, and still growing, so the workaround is no longer working, as it's not viable at all.

    8
  • Kenneth Nuckols

    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!

    3
  • Kenneth Nuckols

    I will echo the request Mercedes made and the situation Angeline described. We are adding more and more internal users to our Guide solution as more departments want to store their process information in our KM solution. 

    Thank you!

    1
  • Angéline Nguyen

    Leah, thanks for your reply, but I agree with Kenneth, the solution you offer doesn't solve my issue either.

     

    In addition to Kenneth's example, here's also mine, if it can help.

     

    I have 3 audience groups, A, B and C:

    • Admins = Andy, Ann
    • Billers = Blair, Bob
    • Customers = Cathy, Charles

     

    My 1st article is for admins only, I'm going to create the 1st user segment with Andy and Ann.

    My 2nd article is for billers only, I'm going to create a 2nd user segment with Blair and Bob.

    My 3rd article is for customers only, I'm going to create a 3rd user segment with Cathy and Charles.

    My 4th article is for admins and billers. I already have an Admins user segment and a Billers user segment, but Guide doesn't enable me to add multiple user segments, so I need to create a 4th user segment with Andy, Ann, Blair, and Bob.

    My 5th article is for admins and customers. I already have an Admins user segment and a Customers user segment, but Guide doesn't enable me to add multiple user segments, so I need to create a 5th user segment with Andy, Ann, Cathy, and Charles.

    My 6th article is for billers and customers. I already have an Billers user segment and a Customers user segment, but Guide doesn't enable me to add multiple user segments, so I need to create a 6th user segment with Blair, Bob, Cathy, and Charles.

    My 7th article is for admins, billers and customers. I already have an Admins user segment, a Billers user segment, and a Customers user segment, but Guide doesn't enable me to add multiple user segments, so I need to create a 7th user segment with Andy, Ann, Blair, Bob, Cathy, and Charles.

    That's how I need in total 7 user segments:

    1. A
    2. B
    3. C
    4. AB
    5. AC
    6. BC
    7. ABC

     

    I can only select one user segment:

     

    While I want to be able to select multiple user segments:

    1
  • Leah
    Zendesk Voice of Customer Team

    Thank you so much for the additional context! We really appreciate it as it helps us understand the full picture when we advocate for you. At Zendesk, we try to advocate for problems rather than features so that our Product team can fully understand the need and do some innovation themselves to determine the solution. 

    While the solution itself might very well be multiple user segments on an article, I'm going to change the title of this post to reflect what you have laid out in your responses - the structure of user segments enforces too much restriction on knowledge base content, forcing our customers to create an overwhelming and unscalable number of segments. 

    If anyone else here feel that their use case doesn't fall into what Kenneth and Angéline provided, please let me know and I'd be happy to assist in creating a new post that accurately reflects your problem. 

    We'll circle back here when we have an update from our Product team. 

    1
  • Leah
    Zendesk Voice of Customer Team

    Hi everyone! Thanks for the feedback. One thing we are planning is the ability to select specific users (staff or end-users) to be added to a segment without the need to select them via an attribute or tag. 

    If you could create custom segments like this, would this solve for your need? If the answer is no, I'd love to learn more about what business goals you have that requires you to customize A, B, C, AB, AC, etc in such a granular way. That will help us advocate for your needs to the rest of the company in a more productive way! 

    Thanks in advance!

    0
  • Conny Svanberg

    Exactly what we need to have in place ASAP, please!

    Angélines user case would fit our needs perfect!

    0
  • Clarity AI

    This is exactly the issue we have as well, but it's amplified because we're using the knowledge base for clients and partners. Some articles are unique to specific partners, but many articles need to be available for a general group of clients as well as multiple (but not all partners). The problem is, the moment we onboard a new partner, unless they overlap exactly entirely with an existing segment, we have to create new segments to include them plus all overlapped segments, so a new partner could easily mean 5 new segments, which will get out of hand quickly.

    We're happy Zendeks users but as we scale, this will be a deal breaker.

    0

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