Knowledge Capture app should reflect the "Search across multiple Help Centers" function in Guide
What is the problem?
Agents need to manually choose other brands to search for articles in the the knowledge center app.
Why is it a problem?
Agents often miss articles that resides in another help center brand and create duplicates.
How do you solve the problem today?
Remind, remind, remind and force the agents to leave the ticket to search in the help center were we have the "Search across multiple Help Centers" function activated.
How would you ideally solve the problem?
A checkbox in knowledge center app that would reflect the setting in guide's "Search across multiple Help Centers"
How big is the problem (business impact, frequency of impact, who is impacted)
We have one internal/restricted help center and one public help center. The most viewed and linked articles are in the public help center. We need to have the public help center for locked out users who can't read articles in the restricted help center were we pull them in with SSO. This is a solution since the users often miss the login button and thus never find an article they search for and we can't make all the articles public only. It happens every day.
Hi, is there an update to this issue? When is it going to be fixed? This would be really useful to enable cross branded search for the agents!
We don't add any new features to Knowledge Capture app. Search across multiple help centers is already available in Knowledge in the Agent Workspace. Read more Searching, linking, and quoting content in tickets and Announcing Knowledge filter settings.
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