Configuring a Help Center for Two Products

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4 コメント

  • Maggie Ungerboeck
    Community Moderator

    Hi Bryan,

    There are a lot of different ways you can approach this and they all come with their own pros and cons. I think some questions to consider are:

    • How long do you need to support the two versions? Is this a permanent/long-term need or a short-term need?
    • Is your branding different for each version?
    • How much crossover content is there between the two versions?
    • How would/do your users know which version they are using? 
    • Could users be using both versions at the same time?

    I think the answers to these questions could help drive you towards the best solution. Another option than using two Help Centers is using User Segments. That is how we divide up our content and find it easier to maintain than managing multiple help centers. 

    Happy to continue discussing as you work through your different options and requirements!

    Thanks,
    Maggie

     

     

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  • Bryan Collins

    Hi Maggie,

    To answer your questions:

    • The two versions will be supported for about a year. Users will not be forced to move to the new version until there is feature parity.
    • The branding will remain the same across both versions of the platform.
    • The content across both versions will be very similar. Most of the differences in instructional content will be due to navigational changes and different button options.
    • The project is just beginning from a product marketing standpoint so I'm not entirely sure how users will delineate between the two versions, but we will definitely make it clear for users to know which version they're using.
    • The main idea is that users will be using one version. However, they will be able to switch between both if needed.

    The idea of User Segments seems like a good solution, but I worry about the maintenance required to move users to the appropriate segment once they've started using the new platform. Maybe it wouldn't be as burdensome as I'm thinking.

    Would love to discuss more as we start to plan out this effort. Thanks!

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  • Maggie Ungerboeck
    Community Moderator

    Hi Bryan,

    We use user segments, and I've found then to be pretty easy to manage. Users inherit the tags from their organization so you can add the tag assigned to the segment to the organization and then the users for that organization can access the articles assigned to the user segment.

    Does the organization - user hierarchy work for you or is the access dependent on the user level? This can still be done (you can add individual users to a user segment) but you are right, the maintenance does get more cumbersome.

    Depending on what system you use to manage which organizations have access to which version, you could use also use the Zendesk API to auto-update the tags on the organizations. This is what we do so our segments are largely self maintained.

    Thanks,
    Maggie

     

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  • Bryan Collins

    I really like the idea of user segmentation, but I'd have to think about how to implement this for users who are switching between versions of the product. Ideally, they're using on only but in the beginning, they might need to switch between both depending on the features, they're using.

    My other thought was to potentially use sub-sections to create an additional level that divides the product articles into two (aka Categories).

    Thanks, Maggie!

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