Signed in Users for knowledge base
Within ZenDesk Knowledge articles, we have the capability to offer knowledge to ALL users (visible to everyone) but we also have the capability to limit knowledge articles to only signed in users.
In the Placement section of the ZenDesk knowledge base
We currently use: "Agents and Admins" as Internal only.
We currently use "Visible to everyone" as external.
- Other Option under Only visible to
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Signed in Users".
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"Signed in Users" Options can be used for knowledge articles that are for only Signed in Users -
Thinking through the workflow, should we limit knowledge articles to only Signed in users?
We dont want to restrict everything causing frustration for our Customers so maybe there is a balance of what we have visible to everyone and what we have visible to only signed in users.
Benefit
- We could control info for paid users - give more access
- Provide information based on releases only for signed in paid users?
- Encourage registration
- Reporting benefits
Workflow
Under Placement section, "viewing permissions"
Use the: Only visible to the selected user segments - and choose:
-
Agents & Admins (for Internal Only)
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Signed-In Users. ( for all signed in users regardless of who they are)
-
Visible to everyone - should be for articles that can be seen by everyone regardless of sign in.
(Example: Marketing, Sales, Processes, Support Portal process )
