We are excited to announce an early access program (EAP) for the help center search crawler EAP.
What is the help center search crawler?
The help center search crawler lets you easily surface great self service content that is not hosted in the help center when your end users and agents search for answers to their issues.
When we launched Federated Search, we made it possible to display links to external content that is helpful to your customers (but not native to your help center) in the help center search results. For example with Federated Search, search results display links to relevant external content (such as Wikipedia or Confluence pages) alongside help center results (such as articles, posts, and comments) when it is relevant to the query.
Until now, this functionality was made possible by ingesting records of that content via the external content API, and therefore required that you build and maintain a middleware to integrate the service, website, LMS, blog, etc. that host the external content and the help center.
With the help center search crawler, you will be able to set up a crawler in a few clicks to achieve the same results with no coding.
How do I participate in the EAP?
To participate in the EAP, we invite you to sign up using the EAP signup form.
We expect to start enabling this feature in January 2022.