Many of our customers support products across different brands, each with their own Help Center. While the brand experience should be different, the products are very similar and the knowledge base is shared.
Right now, when you search from within a Help Center, you can only get results from that Help Center. For customers that do not want to duplicate articles across a large number of brands/Help Centers, it would be useful to return articles from the additional Help Centers.
Another scenario 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.
How does it work?
When we enable the feature in EAP for your primary domain, whenever the end users search for something in the primary Help Center, they will also get results from the secondary Help Centers belonging to the same account.
You will be presented with a unified SERP, where you can drill down by Help Center, Articles vs. Community, and then by Category/Topic.
What you need to do
To make the search results from different Help Centers visible in a particular Help Center, you will have to update your search results page template to show the unified search results feed.
More details about how to implement these changes here.
What you need to know
- To begin with, all users in all Help Centers will get results from across your entire knowledge base. To refine this, we will add an admin UI where you can define which Help Centers are part of your federation.
- The Search API already supports multi Help Center search as described here.
- The Web Widget will not support multi Help Center search, at least for now.
- Instant Search will not support results from different Help Centers to begin with.
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