Can you have two Guides?


  • Nicole - Community Manager
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    Hi Robin -

    You can only have one knowledge base per instance of Guide. However, you could consider adding a couple of categories to your existing knowledge base that are visible only to agents and managers - effectively creating a second half to your KB that is an internal knowledge base.

  • Robin Fisk
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    Thanks - do articles marked only for agents and managers will appear in external search engine results?

    And presumably they appear only in the internal search results for agents and managers?

  • Maggie Ungerboeck
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    Hi Robin,

    Anything that is visible only to agents and managers can't be seen by end users in search results and although I can't say for 100% certainty, I have to assume it would not show up in external search engine results since it is restricted. Even if an end user is sent a direct link to a restricted article, they won't be able to view it - they'll get an "oops" message. I think Nicole's suggestion would work great for what you are trying to do!



  • Lou Abigail Menard
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    Kind of related to this question.

    We are planning to have Guide Enterprise, but staying with Support Professional. Can we still have multiple help centers / instances for our Knowledge Base even if our Support plan is not Enterprise, and only for Guide? 



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