Many of our customers support products across different brands, each with their own Help Center. While the brand experience might need to be different, the products might be very similar and share the knowledge base.
To help them with this use case, searching across multiple Help Centers is now available to Guide Enterprise customers.
What is search across multiple Help Centers?
Currently, when an end-user performs a search from within a Help Center, they only get results from that Help Center. For customers who do not want to duplicate articles across a large number of Help Centers, it would be useful to return results from all the Help Centers.
Another use case is the internal knowledge base, where each company department has its own Help Center. When an employee reaches the internal company portal, hosted on the default subdomain, it would be useful to get results from, let's say, the HR Help Center or the Finance Help Center as well.
Now, you can configure search to return both articles and community posts from multiple, selected Help Centers.
How do I enable search across multiple Help Centers?
Customers on Guide Enterprise that have multiple active Help Centers can decide which other Help Centers will participate in the search federation.
A new setup page for Search Settings is available, where you can select which other Help Centers you want to include in search results for the current Help Center. For more information, see Enabling search across multiple Help Centers.
Additionally, you can specify whether community posts from the other Help Centers should also be retrieved.
When will this be available in my account?
We are starting the rollout in pod 12 on October 18, and will gradually expand it to all customers within the next two weeks.