Question
What is the difference between labels and tags?
Answer
Tags are words or combinations of words that you can use to add more context to Support tickets or chats. You may also apply tags to users and organizations for tracking purposes, or to manage business rules for specific sets of users. For more information on potential usage of tags in Support, see the article: Using tags.
Labels are words or combinations of words you can utilize on Guide articles to improve the search experience of articles. Labels are indexed for search with a little less weight than the article title, but multiple labels with similar words can outweigh the title and body of the article, so use labels carefully to balance your search results. For instructions on how to add labels to your articles, see the article: Using labels on your Help Center articles (Guide Professional and Enterprise).
1 Comments
Thanks for the explanation. Would the following use case be valid for the label functionality?
I am thinking of using the labels so that I track more easily to what product is an article about. For example: Let's say I have two products and both of them have a login functionality that is different from the other. I can create two "How to create an user account" articles. One for each product and then add a label with the name of the product to the article. Product A or Product B. Customers might search for... "How to create an account for " + [Product Name]. The labels should help with the search result and show the one associated with the product the customer typed first.
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