Simplify and streamline your IA with Conditional Content
To restrict access to content on your site, the primary option is to restrict access to a Category, Guide, or individual Articles. Conditional Content is a feature that allows you to show or hide sections of content within an article based on the user type or user group; writing one dynamic article with different user personas in mind helps eliminate redundancy and ensure users see only the information that is relevant and permissioned for them.
Example scenario:
A customer self-serves and finds an article that offers guidance to solve their issue, but they still need help. They reach out to your support team, and the agent assisting them needs access to some internal information to resolve the issue.
There are two ways to set up content for this scenario. With Option 1, you must maintain duplicate content. With Option 2, everything is contained within one article.
- Without Conditional Content
- Create two articles, one for the customer and one for the agent.
- The agent’s article includes additional information that is not accessible to customers.
- Using Conditional Content
- Create a single article containing customer-facing content, with agent-only content inside a conditional content block.