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Peter
Joined Apr 16, 2021
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Last activity Oct 22, 2021
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Peter commented,
I seriously don't understand why this is so hard.
1. Allow dynamic linking of article CONTENT so that one article is the source of truth.
2. Each article are unique articles, thus breadcrumbs will be through the correct category -> section
3. When someone searches for some content in the article, it links to the source of truth, but display a note beside the article that this article is also in X other sections.
Basic product design should empathize with the users and their specific workflow and use-case. We need this feature because there are 2 primary methods by which users browse self-service Help Center articles:
A. They are new to the product and are reading through a whole section as a traditional manual.
B. They don't know how to do X thus they use the search function.
It looks like many people need articles in multiple places so that we can get accurate source control on the SAME EXACT ACTION for multiple Categories/Products/User-Roles/etc etc. That is a MUST for workflow A.
The "duplicate" search isn't a problem for workflow B because if even if the user clicks on the article in the wrong "section", they will still be able to do what they want to do! (There are other small fixes that can improve the transition between the two workflows such as notifying the user that this article is for multiple products, but whether that's done in the actual article content or a separate notice in a unique element for articles that are duplicated can be totally up to the help center maintainers)
How about a little faith in how much user research that WE have done to try to optimize the help process. Listen to your users, we're really trying to help you.
View comment · Posted Dec 15, 2016 · Peter
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