Creating a user segment

Defining who can see what. Keep the number small, because every segment is a rule somebody has to reason about later.

Defining who can see what. Keep the number small, because every segment is a rule somebody has to reason about later.

Create one

1. Open the user segments in Knowledge.
2. Add a segment and name it for who it contains.
3. Set the conditions: role, tags, organisations, or signed-in status.
4. Save.
5. Apply it to sections or articles.

Base it on something reliable

A segment built on an organisation tag only works if the tagging is right. Where a customer should see something and cannot, the cause is usually the underlying data rather than the segment.

Before building a segment on a tag, check the tag is actually applied consistently.

Name it for who, not for what

"Premium customers" tells the next admin who is in it. "Segment 2" and "restricted" do not, and after a year nobody dares change either.

Three or four is usually enough

Everyone, signed-in users, agents, and perhaps one for a customer tier. Beyond that, work out whether the distinctions are real or whether you are modelling your org chart again.

Every extra segment multiplies the ways an article can be invisible to somebody who should see it.

Test with a real account

Not by reading the conditions. Sign in as somebody who should be in the segment, and as somebody who should not, and look.

See also

• Who sees what: user segments explained
• Finding where a user segment is applied
• Tags on users and organisations