Managing user segments

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A user segment is a collection of end users and/or agents, defined by a specific set of attributes, used to determine access to help center content.

All of your user segments appear on the User Segments management page. After you create user segments, you can edit, or delete those user segments as needed. You must be a Knowledge admin to manage user segments.

This article contains the following sections:

Accessing your user segments

Editing user segments

Deleting user segments

Related articles:

Create management permissions to define agent editing and publishing rights

Setting view permissions on articles with user segments

Accessing your user segments

All of your user segments appear on the User Segments management page. User segments are presented in a table format that includes three columns that provide the name of the user segment, the User type, and Last edited date. There are two different types of user segments:

Staff members

Signed-in users

User segments appear in the order in which they were created, from newest to oldest. You cannot rearrange user segments in the list.

To access your user segments

In Knowledge admin, click User permissions () in the sidebar.

Editing user segments

You can create user segments to define access to articles and topics in your help center. You can also edit a user segment at any time to update the tags, groups, organizations, or individual users that define the user segment. However, you cannot change the User type.

To edit a user segment

In Knowledge admin, click User permissions () in the sidebar.

Click the user segment you want to edit.
Alternatively, you can click the options menu at the end of the user segment, then select Edit. You cannot edit the built-in user segments.

Make any changes that you want to apply.
On the right, you can preview a list of matching users. If there are more than 30 users, click View all matching users.

You cannot edit where a user segment is applied in the user segment itself, but you can click View articles that are only visible to this segment to see a list of articles where the user segment is applied.

Click Save segment.

Deleting user segments

You can create user segments to define access to articles and topics in your help center. When you no longer need a user segment, you can delete it.

To delete a user segment

In Knowledge admin, click User permissions () in the sidebar.

Click the options menu at the end of the user segment you want to delete, then select Delete.

Note the following:

Deletion of a user segment affects related articles and moderator groups, topic visibility, and management permissions.

If the user segment is currently applied to an article, visibility permissions will be set to Everyone.

If the user segment is applied to a help center, the help center will be restricted to Admins.

If the user segment is currently applied to a topic, the user segment will be set to Everyone. See Restricting access to community content.