The Knowledge Capture app in Zendesk Support currently pulls in all published articles from a brand.
We would like the ability to exclude certain articles from the search results of the Knowledge Capture app. This could be done through the use of labels on the article level in Guide.
The reason this is important is that we utilize parts of our help center for non-knowledge/support related content (this content is in the same brand as our knowledge content in an effort to increase adoption and usage across our help center). Because of this, the non-support content shows up in the Knowledge App and, thus, affects a team's ability to find the relevant knowledge articles to resolve issues. For this reason, this non-support content should be able to be excluded so it does not show up in the Knowledge Capture app.
Please sign in to leave a comment.