Introducing search across multiple Help Centers

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11 Comments

  • Patrick Morgan
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    If we have a Help Center that is gated by an SSO, and a second Help Center that is accessible without sign-in, would this search functionality still work across the two? For example, if the feature is enabled, could you search for and find an article in our un-gated Help Center from our gated Knowledge Base and vice versa? Just trying to figure out what that user experience would look like...

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  • John Grenz
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    Assuming this only works with multiple Help Centers within 1 Zendesk instance.  Would it work if we have multiple separate instances? Can we connect those Help Centers/brands that way?  Like a ticket sharing agreement sort of thing?

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  • Zac
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    This is pretty cool. Does it also impact Knowledge Capture search and Answer Bot for Agents? I can see this being more useful for our agents than for our customers.

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  • Ryan McGrew
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    Hey Zac,

    Good question and agreed it would be useful for the KC app as well. Would you expect this to follow the configuration of the branded Help Center or should the KC app it's own brand search configuration?

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  • Zac
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    Hi Ryan,

    We would expect it to have its own brand search configuration. Would love to communicate at a private level to share more details of our use case. We actually have a lot of feedback over the KC app and think it's a powerful tool for building out / enabling workflow, and is only scratching the surface of its potential. Huge implications both for knowledge management and overall agent experience.

    -Z

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  • Ryan McGrew
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    Thanks Zac!

    Definitely agree. For the brand search configuration, would this be an account wide configuration or per user?

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  • Zac
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    We see it as probably working as an account-wide configuration. However, we find that we prefer to make user level tweaks in almost all cases wherever it's made possible in the product. If you allowed for user-level overrides we would probably have a use case for it.

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  • Stephen Belleau
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    Personally, I would love to see an account-wide configuration where we can create conditions or mappings for how the KC app should search, based on ticket attributes. And it would be amazing if we could not only set the Brand search configuration, but also Category/Section. 

    e.g. for tickets in group X, KC app should default its search to Category X in Brand Z. 

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  • Zac
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    Stephen Belleau I was actually thinking of something similar - limiting search scope for KC by label or section, based on some attribute of the ticket such as Ticket Form, Group, or a custom field. This would dovetail nicely with Contextual Workspaces. This scope limitation could be overridden by the agent, if necessary - much like macros and apps today can be overridden if the Contextual Workspace is misapplied. Did not want to take this thread too far off topic, this is probably better suited for a Product Feedback conversation.

    Just to close this out, it would be great to specify that, in some cases, KC should pre-load a specific article for the agent based on ticket context. This is only one way to start down the path of enhanced agent assistance; there are others as well. Ryan McGrew I would love to expound on the use cases and user stories around this, but don't want to hijack the thread any further out here.

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  • Andy Ramstad
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    Will this be available to Legacy customers?

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  • Devan - Community Manager
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    Hello Andy Ramstad,

    This will not be available to Legacy Customers, it will be a Guide Enterprise feature.

    Best regards.  

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