Imagine you’ve created a troubleshooting guide for customer self-service, but you only want customers to see a limited portion of its decision tree nodes. If they can’t resolve their issue using this visible portion, they should escalate issue for further assistance. However, when an Internal User (Agent, Author, or Admin) accesses the same guide, they should be able to view and navigate ALL the nodes in the decision tree.
In the Yonyx platform, this can be done by setting an auto-traverse condition using the system placeholder “sys-ynx-user-name.” For logged-in users, this placeholder displays their username, while for anonymous users, it remains empty.
In the example below, an anonymous external user (your end customer) can access Troubleshooting Steps 1 and 2, while Step 3 is restricted to Internal users. To achieve this, set the Placeholder Auto-Traverse condition for the Internal branch as
sys-ynx-user-name Is Not Equal To (leave right hand side blank)
Thus if the value of sys-ynx-user-name is not blank, the user auto-traverses along the “Internal” pathway. For the External branch, check the “Fall Back Auto-Traversal” checkbox.
