We'll be setting guide up for the first time and I had a couple of scenarios I wanted to seek advice on.
I know that we can use User Segments to make some articles visible to Agents only. We'd use this for policies, processes, and internal-only product knowledge. We'd like to be able to organize the content we make visible to them. First into business units (Accounts, Payments, Tech Support, Product) and then based on content type.
Can we make Categories that are agent-visible-only to do this? See below to perhaps get more of this story.
I am trying to determine the best way to organize public content. We have about five products today and several more planned for the future. We also divvy content into business units (Accounts, Payments, Tech Support, Product). Some units have mostly cross-product content. Accounts, Payments, some Tech Support. Others like Product are product-specific in most cases.
I was considering using Categories for the products and sections for the business units.
Category A = Product A
Section A = Accounts
Section B = Paymesnts
Section C = Product-specific etc.
I know there's an EAP(?) for articles to exist in multiple categories and possible workaround)redirect dead articles) we could use to stimulate to make this work. Would this be best to ensure we can then segment the content to just the correct end-users of each product? We plan to do in-app content for the product and product only content on the product website.