What factors determine Impact support article visibility?

There are five major factors that can impact who sees your support articles in the learning application. Article Status Assigned Users Connected Context Scheduled Visibility Tool Categories

The article status displays as Published or Draft. The article visibility displays as Visible or Hidden. If your article is still in draft mode or has been changed to draft mode, it will not be visible to any users.

The Status & Visibility tab on the View Article page provides you with a quick summary of one or more reasons why your article may not be visible to users. Here’s what you can do for each hidden by indicator: Hidden by draft state: Publish your article. Hidden by unpublished campaign: Check the Assigned to Users tab to see which campaign this article is connected to, then locate the relevant campaign on My Campaigns and publish it. Hidden by tool category: Check the Advanced Settings tab to see which tool category is associated with this article. Then, via the global settings menu go to the Tool Categories page, find the relevant category, and toggle on the visibility. Hidden by date range: Check the Schedule Visibility tab and review the start and end date/time selections.

By assigning users to an article, you control for which users, groups, or campaign audiences will see your article. Users can be assigned by: Selecting individual user groups like user roles, Selecting a predefined User Segment, Selecting terms, sub-accounts, or courses, Selecting a group of users targeted by campaign rules, or Selecting a user filter created from the tool adoption reports.

Connecting an article to a context defines which pages or elements within the learning application will display a message. This means if you connect an article to a context that only a specific user with specific permissions can view (for example an instructor in your LMS), then only those users with access to that page/element can see the article. Please note that a context also has several display conditions like Show article on every page where this element appears Show article only on this specific page Show when hovering over this element Show when clicking on this element You can adjust the connected context of your article in the edit article sidebar.

Assign Support Articles to Support Center Categories structure your support center.

Scheduling the visibility of your article enables you to select a start date/time and end date/time during which your article will be displayed in your learning application. If all other required settings are completed and the article is published, then The article will automatically become visible in the learning application at the scheduled Start Date and Time The article will automatically disappear from the learning application at the scheduled End Date and Time

Is your article associated with a specific tool category? This is often the case with out of the box articles. If your article is associated with a specific tool category and you have set that tool category to hidden, then your article will not be visible. You can view the associated tool categories via the Edit Article under the Advanced Settings tab. You can manage tool category visibility via the Global Settings Menu → Tool Categories

This guide covered what factors determine Impact support article visibility.