Rachel Montgomery

+1 for this feature. 

We have ~600 articles in our Help Center and we want to one day leverage federated search. We're supporting a product so many terms are similar which is making it more difficult to find content best suited for the situation at hand with keyword search. 

Suggestion: Differentiate suggested search results by visibility setting: public vs. internal and differentiate external articles pulled in via federated search. Highlighting could be done with shading, colour-coded section/category titles, etc. 

Agreed! Would love to see this functionality. Our use case is that we've documented our manual processes and host them in our help center, but they aren't particularly helpful for offering product support and our agents are misusing them. We're coaching against it but with our growth this will continue to pose a problem for us.

I'd like to hyperlink guide articles into our macro 'descriptions' (the short summary visible to agents) to lead agents to learn more about the use case/topic the macro applies to and escalation processes that may follow. HTML isn't currently supported.

The 'workaround' is to include a URL as plaintext but that isn't user-friendly, doesn't promote usage, and equates to more clicks slowing agents down. 

I also have use cases where I'd like to point to a specific section of an article (URLs are much longer) but that would just create a wall of text. 

Allowing HTML or links to guides would be great to promote Guide usage directly from Support. 

We have a couple of article verification rules set up and it'd be helpful to know which one caused an article to be unverified. 

For example:

Rule 1 - general audit every 60 days.

Rule 2 - every two weeks, unverify any public articles to check that all media is up to date. 

This second rule should be pretty quick to complete, but we can't identify the 'level of review' needed without knowing which rule fired. To take it a step further, being able to filter the unverified articles by the rule that fired would help us sort workload by level of effort and get things reviewed by the right teams.