Creating user segments for help center user permissions

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<p id="docs-hc-snippet" style="display: none;">A user segment is a collection of end users and agents, defined by a specific set of attributes and used to determine access to help center content. User segments are the building blocks for both viewing and management user permissions.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can create user segments to control access to help center content by defining groups based on tags, organizations, groups, or individual users. User segments determine who can view or manage articles and community topics. There are built-in segments for signed-in users and staff, and you can customize segments to refine permissions for internal and external users. Knowledge admins have full access regardless of segments.</p>
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<div class="body">
<p class="p">A user segment is a collection of end users and agents, defined by a specific set of attributes
and used to determine access to help center content. User segments are the building blocks for
both viewing and management user permissions. </p>
<div class="p">
<ul class="ul" id="topic_lb4_g2f_zz__ul_g1h_cbq_4bc">
<li class="li">
<strong class="ph b">Viewing permissions</strong>: You can apply:<ul class="ul" id="topic_lb4_g2f_zz__ul_yzy_lbq_4bc">
<li class="li">One user segment to each community topic to define viewing access for those
resources. Users must belong to the specified user segment in order to have
access.</li>
<li class="li">Up to 10 user segments to each article in your knowledge base. Any user who belongs
to at least one of the applied user segments will be able to view that article.</li>
</ul>
</li>
<li class="li">
<strong class="ph b">Management permissions</strong>: You can apply user segments when building management
permissions for articles. After they're built, you can apply management permissions to knowledge
base articles to define who has permission to edit and publish those articles.</li>
</ul>
</div>
<p class="p">There are two built-in user segments by default: </p>
<div class="p">
<ul class="ul">
<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 admins</strong>, includes all agents (including light agents) and 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_lb4_g2f_zz__ul_sgk_kkq_1cb">
<li class="li">
<strong class="ph b">Signed-in users</strong> (internal and external). These segments are created in Admin
Center and can be based on tags, organizations, individual users, or all of them
combined.</li>
<li class="li">
<strong class="ph b">Staff</strong> (internal). These segments are created in Admin Center and are based on
tags, groups, individual users, or all of them combined.</li>
</ul>
</div>
<p class="p">Knowledge admins have access to all content, regardless of any user segments they belong to.
Because Knowledge admins have access to all content, their user profiles will display all custom
user segments. You must be a Knowledge admin to create user segments. </p>
<div class="p">This article covers the following topics:<ul class="ul" id="topic_lb4_g2f_zz__ul_rdl_1mf_zz">
<li class="li"><a class="xref" href="#topic_u43_4jf_zz">Understanding access restrictions for user segments</a></li>
<li class="li"><a class="xref" href="#topic_tql_pjf_zz">Creating user segments</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_u43_4jf_zz">
<h2 class="title topictitle2" id="ariaid-title2">Understanding access restrictions for user segments</h2>
<div class="body">
<div class="p">Every user segment starts with a base user type of signed-in users or staff (agents and
admins). From there, you can create a subset of users based on tags, organizations, groups,
and individual users as follows:<ul class="ul" id="topic_u43_4jf_zz__ul_a4y_3lg_zz">
<li class="li">
<strong class="ph b">Signed-in users</strong> can be restricted by tags, organizations, individual users, or
a combination of all three. Tags must be on the user or an organization they belong
to.<p class="p">When you create a user segment based on tags for signed-in users, you can
require that <em class="ph i">all</em> specified tags match for the agent to be included and/or you
can require that <em class="ph i">at least one</em> of the specified tags match for the user to be
included. For organizations, the user must belong to <em class="ph i">at least one</em> of the
specified organizations. </p>
<p class="p">Signed-in agents must have any required tags, agents
do not have to belong to any of the specified organizations to be included in the user
segment, so the organization is ignored for agents.</p>
<p class="p">Individual users do not need
to meet any filters to be included in a user segment, in fact if <strong class="ph b">only</strong>
individual users are in a user segment, the segment will contain <strong class="ph b">only</strong> those
users.</p>
</li>
<li class="li">
<strong class="ph b">Staff</strong> (agents and admins), can be restricted by tags, groups, individual users,
or a combination of all three. <p class="p">When you create a user segment based on tags for
staff, you can require that <em class="ph i">all</em> specified tags match for the agent to be
included or you can require that <em class="ph i">at least one</em> of the specified tags match for
the agent to be included. For groups, the agent must belong to <em class="ph i">at least one</em> of
the specified groups. </p>
<p class="p">Knowledge admins have access to all content, regardless of
the user segments that they belong to.</p>
<p class="p">Individual users do not need to meet any
filters to be included in the user segment, and if <strong class="ph b">only</strong> individual users are in
a user segment, the segment will contain <strong class="ph b">only</strong> those users.</p>
</li>
</ul>
</div>
<p class="p"><strong class="ph b">To define user segments, refer to the following table</strong></p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_u43_4jf_zz__table_szm_zjf_zz" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 1. </span></span></caption>
<colgroup>
<col style="width:12.787723785166241%">
<col style="width:18.158567774936063%">
<col style="width:18.670076726342714%">
<col style="width:19.309462915601024%">
<col style="width:18.286445012787723%">
<col style="width:12.787723785166241%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d89e202" style="vertical-align:top;">User role</th>
<th class="entry nocellnorowborder" id="d89e205" style="vertical-align:top;">Restrict by tags<p class="p">(users need <em class="ph i">all</em> tags)</p>
</th>
<th class="entry nocellnorowborder" id="d89e213" style="vertical-align:top;">Restrict by tags<p class="p">(users need <em class="ph i">any</em> of the tags)</p>
</th>
<th class="entry nocellnorowborder" id="d89e221" style="vertical-align:top;">Restrict by organizations<p class="p">(users need at least one org)</p>
</th>
<th class="entry nocellnorowborder" id="d89e226" style="vertical-align:top;">Restrict by groups<p class="p">(users need at least one group)</p>
</th>
<th class="entry cell-norowborder" id="d89e232" style="vertical-align:top;">Restrict by individual users</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d89e202" style="vertical-align:top;"><strong class="ph b">Signed-in users</strong></td>
<td class="entry nocellnorowborder" headers="d89e205" style="vertical-align:top;">YES</td>
<td class="entry nocellnorowborder" headers="d89e213" style="vertical-align:top;">YES</td>
<td class="entry nocellnorowborder" headers="d89e221" style="vertical-align:top;">YES <p class="p">(ignored for agents)</p>
</td>
<td class="entry nocellnorowborder" headers="d89e226" style="vertical-align:top;">NO</td>
<td class="entry cell-norowborder" headers="d89e232" style="vertical-align:top;">YES</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d89e202" style="vertical-align:top;"><strong class="ph b">Staff</strong></td>
<td class="entry row-nocellborder" headers="d89e205" style="vertical-align:top;">YES</td>
<td class="entry row-nocellborder" headers="d89e213" style="vertical-align:top;">YES</td>
<td class="entry row-nocellborder" headers="d89e221" style="vertical-align:top;">NO</td>
<td class="entry row-nocellborder" headers="d89e226" style="vertical-align:top;">YES</td>
<td class="entry cellrowborder" headers="d89e232" style="vertical-align:top;">YES</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_tql_pjf_zz">
<h2 class="title topictitle2" id="ariaid-title3">Creating user segments</h2>
<div class="body">
<p class="p">The two access types for user segments are: <em class="ph i">signed-in users</em> and <em class="ph i">staff</em>. You
can create custom user segments to further refine those two groups of users as follows:</p>
<div class="p">
<ul class="ul" id="topic_tql_pjf_zz__ul_ctw_5g2_14b">
<li class="li">
<strong class="ph b">Signed-in users</strong> (internal and external), are created in Admin Center. These
segments are based on tags, organizations, individual users, or a combination of all
three. </li>
<li class="li">
<strong class="ph b">Staff </strong>(internal), are created in Admin Center. These segments are based on
tags, groups, individual users, or a combination of all three.</li>
</ul>
</div>
<p class="p">You can create as many as 200 user segments per account. If you have multiple brands in
your account, then your user segments are shared across all brands. </p>
<p class="p">Knowledge admins have access to all content, regardless of the user segments they belong
to.</p>
<div class="p">
<strong class="ph b">To create a user segment</strong><ol class="ol" id="topic_tql_pjf_zz__ol_qyc_cpg_zz">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank">Knowledge admin</a>, click <strong class="ph b">User permissions</strong>
(<img class="image" id="topic_tql_pjf_zz__d9e72" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_icon_user_permissions.png">) in the sidebar.</span></li>
<li class="li">On the <strong class="ph b">User Segments</strong> page, click <strong class="ph b">Add new</strong>.<p class="p">If you receive an error
message, that means you have reached the maximum number of 200 user segments. You can
delete some user segments if you want to continue.</p>
</li>
<li class="li">Enter a <strong class="ph b">Name</strong> for this user segment.</li>
<li class="li">Select a <strong class="ph b">User type</strong> as the base of your user segment.<div class="p">
<ul class="ul" id="topic_tql_pjf_zz__ul_q4t_nbr_t2b">
<li class="li">
<strong class="ph b">Signed-in users</strong> - includes internal and external users who create an
account and sign in to your help center. </li>
<li class="li">
<strong class="ph b">Staff</strong> - is for internal users only, including agents and Knowledge
admins.<p class="p"><img alt="Create user segment" class="image img-screenshot" id="topic_tql_pjf_zz__image_pjv_wh2_14b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_user_segments_create.png" width="500"></p>
</li>
</ul>
</div>
</li>
<li class="li">Click <strong class="ph b">Filter by tag</strong>. <p class="p">Then click the drop down menu to select a tag:</p>
<ul class="ul" id="topic_tql_pjf_zz__ul_n5h_m2l_kjb">
<li class="li">
<strong class="ph b">Users and organizations matching ALL of these tags</strong>: <em class="ph i">all</em> of the tags
must be on the user or org to be included in the user segment. </li>
<li class="li">
<strong class="ph b">Users and organizations matching ANY of these tags</strong>: <em class="ph i">one or more</em> of
the tags must be on the user or org to be included in the user segment. </li>
</ul>
<p class="p">You can add up to 50 tags each in <strong class="ph b">Users and organizations matching ALL of
these tags</strong> and <strong class="ph b">Users and organizations matching any of these tags</strong>. Not
all available tags appear on the list, so use search or scroll to find the tags that
you are looking for. You can choose any tag that is applied to existing users or
organizations. The tags can be on the user profile or, in the case of end-users,
inherited through an organization.</p>
<p class="p">A list of matching users appears to your
right. Agents do not appear on the list of matching users. If there are more than 30
matching users, click <strong class="ph b">View all matching users</strong>, then you will see the full
list.</p>
<div class="note">
<span class="notetitle">Note:</span> You must have user tags enabled to create a user segment based on tags.
For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408881573658#topic_czm_tew_qc" target="_blank">Enabling user and organization tagging</a>.
</div>
</li>
<li class="li">(Optional) You can further refine your user segment by doing one of the following:<ul class="ul" id="topic_tql_pjf_zz__ul_wyq_jcf_t2b">
<li class="li">For signed-in users - if you want to restrict by organization, then select an
organization from the drop down menu, and click <strong class="ph b">Filter by organizations</strong>.</li>
<li class="li">For staff members - if you want to restrict by group, then select a group from the
drop down menu, and click <strong class="ph b">Filter by groups</strong>.<p class="p">The user must belong to <em class="ph i">at
least one</em> of the organizations or groups to be included in the user segment.
You can add up to 50 organizations or groups to a user segment. The exception is
that organization is ignored for signed-in agents. Agents do not need to belong to
any of the organizations to be included in the user segment. </p>
<p class="p">The list of
matching users will update accordingly.</p>
</li>
</ul>
</li>
<li class="li">To add users to a new user segment, click <strong class="ph b">Add individual users</strong>. <div class="p">You can add
up to 50 additional individual users, regardless of the number of users in the group,
tag, or organization filters you've specified. As you add users, the list of matching
users updates.<div class="note">
<span class="notetitle">Note:</span> If you add individual users, they
are added to the user segment regardless of any group, tag, or organization filters
that you may have already set.</div>
</div>
</li>
<li class="li">Click <strong class="ph b">Create segment</strong>.<p class="p">See the following topics for more information on how
you can apply user segments:</p>
<ul class="ul" id="topic_tql_pjf_zz__ul_ibb_x2w_gfb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824005914" target="_blank">Set view permissions on knowledge base articles</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827952538" target="_blank">Create management permissions to define agent
editing and publishing rights</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408845814170" target="_blank">Set view access for community topics</a></li>
</ul>
</li>
</ol>
</div>
</div>
</div>
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