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Zendesk Guide - Internal and External Knowledge Base
Answered
Posted Apr 26, 2023
Hi All,
Help needed!
Would you recommend setting up separate help centers or hosting all information (internal and external) under on help center and restricting content based on user-segment/article?
We are new to Zendesk Guide and migrating over from another KM tool. We'd like to set this up right the first time.
Cheers,
Afton
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2 comments
Sam Fresia
We recently started moving some of our internal documentation into our primary help centre. Just as you mentioned, we set up a segment to limit visibility. We only put internal documentation related to supporting customers, but the idea is similar.
The nice thing about having it all in one help centre (for us!) is that from the agent view on tickets, you don't have to change any filters to show other brands, you can go right to searching to find both internal and external docs!
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Ifra Saqlain
Hey Afton Rupert,
I would recommend to use user segment for internal and external Knowledge Base.
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