If you have multiple help centers, you can configure your help center search settings to let users search across one or more of your help centers. You can decide which help centers to include in the search results and whether you want to include community content from those 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 sources, click Manage.
- Review the search sources that are currently selected to appear in your help center search results, then click Manage search sources to add or remove sources from this list.
- In the Manage search sources list, 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 this list. You might not have a corresponding help center for each of your brands.
If you want to search for community posts from multiple help centers, you must enable community as a search source in each help center's search settings. If you do not have community enabled in the help center that contains the community post you want to surface in search for other help centers, it will not appear in the search results for those help centers. In the example below, the Zendesk help center can only surface community results from the Hobby Supply help center if both the Hobby Supply and the Zendesk communities are enabled.
- Click Save.
10 Comments
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
Hello @...,
Please note that Answer Bot will only suggest articles from the brand associated with the ticket.
Hope that helps!
It would be great if the answer bot suggested articles as well. Otherwise it doesn't really work to be able to search articles in the help center and not the bot.
Hello Jennifer Rowe
can you please give more insight into why the multiple brand search function does not work with Knowledge Capture / Knowledge, when looking for articles from within tickets?
It only shows articles in the "front end" of the help center, which does not really help. Can you please tell what setting is there to enable the multiple brand search from within tickets?
Thanks so much!
Hi Zsófia Spicze,
Would you be referring to this function in the Knowledge Capture app where you can choose which Help Center to search from?
Will user segment permissions be respected across the brands?
The actual user segments can be used for all brands. However, the permission for the HC, articles and community topic should be set individually for each brand.
Thank you, Dane.
If I am searching from Brand A help center, and my search returns an article from Brand B... will the article in Brand B only display to me if I am in the user segment that is allowed to see it in Brand B? Will Brand B recognize who I am and only show me what I am allowed to see?
Ultimately, my concern is whether a user would see content they are not supposed to see.
Hi
Some what similar question as above, If we have a brand that is restricted (requires sign-in to view articles), but we have enabled the setting in another brand to include results from the restricted brand, will the articles show up in the results page? How does that work?
Hello Sharmila,
If the search is done on Brand A and Brand B requires the user to sign-in, the articles from Brand B would only show in the results if the user is signed-in. If not signed in, only articles from the same brand that are available to the user would be shown.
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