Advice Requested - External (Customer-facing) and Internal (Agent-facing

7 댓글

  • Kay
    댓글 작업 고유 링크

    Hi Reneé,

    first of all welcome to the community 👋

    Can we make Categories that are agent-visible-only to do this? See below to perhaps get more of this story.

    This has a simple answer: The permission level for the user segment only sits at the article level.

    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.

    As for this, I've configured many Help Centers, and their content structures. The EAP is exactly what you need here. If you can't wait for that, the best solution probably is to just create duplicate content. My experience is that it probably won't change that often. However once it does, it gets forgotten to be updated everywhere the same type of content is. Be aware that share duplicate public content might also affect SEO scores.

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  • Karen D Snyder
    댓글 작업 고유 링크

    Just to add to Kay's informative answer, here is an article on restricting category visibility. As Brett states in his comment, the category will be visible only to agents if all articles in all sections are visible only to agents.

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  • Reneé Lasswell
    댓글 작업 고유 링크

    Thanks Kay and Karen!

    Will the hierarchy I described for products versus business units make sense for filtering the content to just the right product? For instance, if I am in App A, can I filter to only show them content in Category A(Product A)? Whereas, if I am on Website B, can I filter to only show them content in Category B(Product B)?

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  • Karen D Snyder
    댓글 작업 고유 링크

    I can't think offhand of a way to filter based on where the user is viewing from. Article visibility can be restricted by role or user segment, neither of which fits your scenario. Kay may be able to come up with a better answer.

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  • Kay
    댓글 작업 고유 링크

    Reneé Lasswell Be aware the segmentation only works for users that are logged in to your Help Center.
    If they are not logged in (and thus part of a segment), you can only segment on the level anonymous.

    However if there is no strict segmentation necessary (i.e. all content is public), there might be a different solution.

    Here's an example
    We have Jimmy, he's a happy user of Uber and UberEats (let's pretend they are in the same Zendesk Help Center). Whenever he's in the Uber app and he goes to help the website links him to the Taxi part. The URL looks like this uber.zendesk.com/hc/en-us?app=taxi

    Whenever he needs help with his food delivery and clicks help he's navigated to:
    uber.zendesk.com/hc/en-us?app=eats

    In the Zendesk Guide theme there is some Javascript that checks if ?app= is set, and if see, which content to show, and which to hide. Thus making sure your not-logged-in user still get's the applicable content for the app they are using. 

    If you do it like this, you don't need a complicated SSO integration between your apps and Zendesk Guide.

    ⚠️Warning: Only do this if all your content in your Help Center is public available.

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  • Reneé Lasswell
    댓글 작업 고유 링크

    Kay,

    I think that could work. I was planning to have all public content for products (available to anonymous users) and then use the agent segmentation for private content. That would still work right as stuff marked to them would require the user to be both logged in and be an agent or manager?

     

    So is that app ID something we set on each article and can article have multiple? Uber and UberEats? so that it could be visible in both? (Is that part of that EAP?)

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  • Kay
    댓글 작업 고유 링크
    I think that could work. I was planning to have all public content for products (available to anonymous users) and then use the agent segmentation for private content. That would still work right as stuff marked to them would require the user to be both logged in and be an agent or manager?

    That's correct. You can set the viewing permissions on agent or manager level for each article.

    So is that app ID something we set on each article and can article have multiple? Uber and UberEats? so that it could be visible in both? (Is that part of that EAP?)

    No, this is just plain javascript, available right now 😉. Just ask the person developing your theme (Guide Template), they know how to read that part of the URL through Javascript. And make sure to tell them they need to hide certain categories based on that. Easy as that. The only thing you need to do is think on what different URLs you want to create. It helps your developer to understand on what level you are trying to differentiate the content.

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