Note: You must have Guide Enterprise and Support Enterprise to support multiple help centers.
If you have multiple help centers, you can enable users to search across multiple help centers. You can decide which help centers to include in the search results. You can also decide if you want to include community content from those help centers.You must be a Guide admin to enable search for multiple help centers.
Note: If you set up your help centers before September 25, 2019, and you have custom themes, you need to modify your themes to display search results from multiple help centers.
To enable users to search across multiple help centers
- In Guide, click the Settings icon (
) icon in the sidebar, then click Search settings. - Under Search across multiple Help Centers, click Show results from other Help Centers.
- Click the Show community posts from selected Help Centers in search results if you'd like to include community posts from the selected help centers in the search results.
Knowledge base articles are included by default and cannot be excluded.
- Select the name of each help center you want to include in the search results.
The name of each help center that's been activated for a brand appears in the list. You might not have a corresponding help center for each of your brands.
- When you are finished, go to the help center Search settings page, and click Save.
You can also enable Federated Search for multiple help centers. This will enable your end users to have external content included in their search from your help centers, not just articles and community posts. For example, you can include external knowledge bases, learning management software, blogs, and pages of your website in your help center search.
12 Comments
Hi, Jennifer Rowe!
Is there a way to specify a Help Center to be considered only when using search bar on home page? For example, based on your screenshot above I want my search to look for the term "refund" only within Brand C HC both on instant search and page results.
Looking forward to hearing from you. Regards,
Renato
Hello Renato,
It looks like what you are looking for is something not built in. If you need the search function to be specific per term/brand then you would need to build something using APIs. You may refer to this documentation for more information: https://developer.zendesk.com/rest_api/docs/help_center/search
Hope this pointed you in the right direction! :)
Thanks for your reply, Erika Camille Sundian!
Regards,
Renato
Question about this! I think this will solve our agent paint point since we have four brands that all house internal and external knowledge.
This upgraded search sounds helpful for our agents, but I don't know if I want to allow users to search across multiple brands.
With that being said, can I enable multi-brand search only for internal use?
Also - Is there a way to test this? We are currently on Guide Legacy but would consider upgrading to Guide ENT if we could test it out.
Thanks!
Hi Allison -
There's not a setting that allows this, though it might be possible with some custom development. If you're interested in pursuing that, I'd recommend asking other users how you might go about that by posting in the Guide Q&A topic in the community, or reaching out to our Professional Services team.
Thanks, Nicole!
I'll add my question to the Q&A. I'm just trying to weigh the cost to move to the enterprise plan, so I'm having a hard time fully visualizing how this will work and mainly if it solves our current pain points.
In an ideal world, our agents could search via an internal Wiki, then the articles would be returned from our 4 other Brand/help sites and would be filtered by Brand, visible to, etc.
For example, If an agent searched "How to change a number" The articles returned would be organized by the help sites searched. Then the agent could click the brand they want from there.
Something like the sidebar filters experience. Is that what the experience would be if we had Enterprise and thus could search across all brands?
Thank you!
Hi Allison S
First, I'm hoping this visual will help a bit in getting an idea how it will work. When you search in one of your help centers that has this enabled, the search will show the option to sort by help center on the sidebar (as you mentioned) and it will show in the bread crumbs under each search result title which help center it is from:
Each help center's search can be configured individually. So for example I can set up my Mountain Dog brand to show content from all of my brands' help centers. But I can have my Ocean Dog brand only show its own content.
One solution to your "Internal Wiki" problem that I can imagine is to create an "Internal Wiki" brand of its own. That way you can have an "Internal Wiki" help center, that only agents can access. You can then have all your different brand's help center searches configured the way you want end user to see them. And then you can set that one internal wiki brand to show content from all of your help centers. Giving agents access to all of the content in one place, but leaving your customer views the way you want as well.
Another solution I have for you is actually located in the Support product. Do your agents use the Knowledge Capture app at all? This app actually works inside tickets, and allows your agents to pick from any of your help centers to find content. It automatically filters content by what is visible to the ticket requester for visibility.
I hope all of that helps you understand the features and some potential options for navigating your pain points a bit!
I also recommend posting product feedback for either Guide (about your pain points there and ideal world for how your agents would be able to access and sort articles) or Support (if you have ideas or feedback on how to improve the Knowledge Capture app functionality.
I hope that all helps! :)
Elissa,
Thank you for the additional information, it definitely helped!
I agree with your first solution (to have a separate wiki) that has search enabled across all brands. My question about that would be: If we create that separate wiki, could the agents use/search that "brand" as a filter in the KC app?
Or would it be best to filter by each brand (as it is set up currently)? Our agents do use the KC app, so wondering if there would be any changes made to the app with the upgrade to Guide Enterprise.
I hope that makes sense, thanks for your help :)
Hi Allison S.
I'm glad you like it!
The KC app is still going to only pull the content that is published to each help center, it is not affected by the "shared search" settings. So, in the case of the KC app, your agents will still need to select the help center they want to search based on where the article is actually published. The "internal wiki" help center wont help there unfortunately.
That's what I thought, thank you, Elissa!
You're very welcome! :)
Hi all,
If Search is enabled across multiple help centres/brands, will answerbot consider this when suggesting articles during the ticket creation process, or does it only search the active brand?
Thank you,
Robin
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