Knowledge resource preference and visibility
With Resource Preferencing, finding relevant information has never been easier. When building knowledge, users can choose the intended audience for each article.
This way, each user receives the most relevant information, no matter where they work! This means that a manager in the EU and an individual contributor in the US can immediately get different answers to the question: “what’s the process of transferring offices?”
Begin by selecting the Knowledge tab; then select Add resource.
- Add a title
- Add a description
- File the resource under a team
- Navigate to the Review date menu to select a date to review the content for accuracy.
To suggest a relevant audience, click the Audience tab. Here, you can choose which users should see this article based on user profile attributes. Click Everyone at Company to reveal a dropdown of options.
- Everyone at Company - This setting allows any atSpoke user in your company to view this article. This does not set an audience preference.
- Current Team (Team the resource is filed under) - Choosing this filter only allows members of the current team to view the resources. This is useful if teams have internal documentation or training materials that shouldn't be visible to the whole company
Limit access to this resource?
If this resource should be restricted to the specified audience, click the "Limit this resource" toggle.
If the toggle shows as grey, the resource is not limited and can be viewed by any member of your organization. This allows atSpoke to learn to suggest resources relevant to each audience.
When the toggle is selected, it will turn red, indicating that only the chosen audience and the author will be able to see the resource.
In this case, with the toggle on, only the IT team (the assigned team) and the Author will be able to access this resource.
atSpoke's resource visibility allows you to create, edit, and delete custom segments. These segments create custom filters that take multiple user attributes into account.
When building a custom segment, attributes can be used individually or combined with others, to target specific groups with a knowledge base resource. Select from the drop down to build a custom segment.
- Job Title - If specific roles need access to information, use Job Title
- Location - Create knowledge base resources relevant to specific geographic locations
- Department - Filter based on a user's department. This field is typically populated by HRIS integrations or CSV User imports
- Employee Type - Provide different information based on employee type
- Is a Manager? - Add training and materials just for managers
- Team - Keep internal documents private to the team
To add multiple attributes to a filter, such as multiple locations which should view the resource, click "Or" and enter the next attribute.
To remove a filter from a custom segment, hover your mouse over the right side of the filter and select the garbage icon.
Once a segment is created, it can be saved for later use. To save a custom segment, click "Save as new segment" , enter a name for the segment and click "Save"
Finally, make sure to select "Add" to add the resource to the Knowledge Base.
To edit a saved segment, select the segment from the dropdown menu. Once selected, you can make changes and save it to the existing segment, or save as a new segment.
To delete a saved segment, select the segment from the dropdown menu. Once selected, you will see the option to "Delete Segment" you will be asked to confirm this selection.
Things to note
- Authors will always be able to view and edit any resource they've created. This is the case no matter what filters or preferences are set.
- Anyone with the ability to edit a KB resource can set or change visibility filters.