Understanding Knowledge user permissions for knowledge base access

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<p id="docs-ai-summary-content">Learn how to manage user permissions for your knowledge base. Use user segments to define who can view, edit, and publish articles. Create custom user segments to refine access for signed-in users and staff. Build management permissions to control editing and publishing rights, and apply these permissions at the article level to ensure appropriate access for agents and managers.</p>
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<div class="p">Knowledge <em class="ph i">user permissions</em> include:<ul class="ul" id="topic_shr_jj1_sdb__ul_nsd_xc1_22b">
<li class="li">
<strong class="ph b">View permissions</strong> for viewing content in the help center knowledge base. View
permissions include both internal and external users. </li>
<li class="li">
<strong class="ph b">Management permissions</strong> for creating, editing, and publishing content in the help
center knowledge base. Management permissions include internal users only. </li>
</ul>
</div>
<p class="p">User permissions are defined by <em class="ph i">user segments</em>. You can apply user segments to articles
to define user viewing permissions. You can also use user segments to build management
permissions, which you then apply to articles to define agent editing and publishing
permissions.</p>
<div class="p">The process for building and applying permissions has the following steps: <ol class="ol" id="topic_shr_jj1_sdb__ol_zgp_phs_smb">
<li class="li"><a class="xref" href="#topic_jsw_1np_gfb">Start with the building block, user
segments</a></li>
<li class="li"><a class="xref" href="#topic_azr_bnp_gfb">Build management permission for editing
and publishing</a></li>
<li class="li"><a class="xref" href="#topic_akn_cnp_gfb">Apply user permissions to
articles</a></li>
</ol>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_jsw_1np_gfb">
<h2 class="title topictitle2" id="ariaid-title2">Step 1: Start with the building block, user segments</h2>
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<p class="p">User segments are the building block of user permissions. A user segment is a group of
agents and end users defined by a specific set of attributes. Before you build or set
your user permissions, you'll want to make sure you have created the necessary users
segments to define your user groupings.</p>
<p class="p">There are two built-in user segments by default: </p>
<div class="p">
<ul class="ul" id="topic_jsw_1np_gfb__ul_bch_rmp_gfb">
<li class="li">
<strong class="ph b">Signed-in users</strong> includes users who are signed-in to your Help Center</li>
<li class="li">
<strong class="ph b">Agents and managers</strong> includes all agents and Knowledge admins</li>
</ul>
</div>
<p class="p">You can create custom user segments to further refine those groups of users as follows:</p>
<div class="p">
<ul class="ul" id="topic_jsw_1np_gfb__ul_sgk_kkq_1cb">
<li class="li">Signed-in users, based on tags and organizations created in Admin Center</li>
<li class="li">Staff (agents and admins), based on tags and groups created in Admin
Center</li>
</ul>
</div>
<p class="p">To create users segments, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408837707290" target="_blank">Creating user segments</a>.</p>
<p class="p"><img class="image img-screenshot" id="topic_jsw_1np_gfb__image_yld_ydq_2fb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/user_segments.png" width="600"></p>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_azr_bnp_gfb">
<h2 class="title topictitle2" id="ariaid-title3">Step 2: Build management permissions for editing and publishing</h2>
<div class="body">
<p class="p">User permissions include content view permissions and management permissions. You do not
need to build view permissions-you can apply up to 10 user segments directly to an article
to set the view permissions for that article-so you can skip this step for view permissions.
You must build management permissions to define editing and publishing rights for
agents, then apply them to an article to set agent management permissions for that article. </p>
<div class="p">In addition to the existing predefined management permission, you can also activate
the predefined editor and publisher permission (Enterprise only):<ul class="ul" id="topic_azr_bnp_gfb__ul_iyx_zjn_gfb">
<li class="li">
<strong class="ph b">Managers</strong> is active by default and gives only Knowledge admins edit and publish
permission.</li>
<li class="li">
<strong class="ph b">Editors and publishers</strong> (this requires Enterprise) gives all agents and admins
edit permission, but gives only Knowledge admins publish permission. </li>
</ul>
</div>
<p class="p">You can create management permissions based on user segments. On Professional, edit and
publish permissions are assigned together, to a user segment of agents. On Enterprise,
editing and publishing permissions are separate, so that they can be assigned to different
user segments. </p>
<p class="p">To create management permissions, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827952538" target="_blank">Creating management permissions to define agent editing and publishing
rights</a>. </p>
<p class="p"><img class="image img-screenshot" id="topic_azr_bnp_gfb__image_zlk_dk4_52b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/user_permissions.png" width="600"></p>
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<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_akn_cnp_gfb">
<h2 class="title topictitle2" id="ariaid-title4">Step 3: Apply user permissions to articles</h2>
<div class="body">
<div class="p"> You apply user permissions at the article level. You cannot apply permissions to a
category or section.<ul class="ul" id="topic_akn_cnp_gfb__ul_mrf_dqp_gfb">
<li class="li">
<strong class="ph b">View permissions</strong> Apply up to 10 user segments to an article to set the view
permissions for that article. To apply view permissions, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824005914" target="_blank">Setting view permissions on articles with user segments</a>.</li>
<li class="li">
<strong class="ph b">Management permissions</strong> You apply management permissions to define editing and
publishing rights for agents, then apply it to an article to set agent management
permissions for that article. To apply management permissions, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834435738" target="_blank">Setting agent editing and publishing permissions on knowledge base
articles</a>.</li>
</ul>
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