Plan requirement
| Subscription | Suite Growth or higher, Guide Professional or higher |
| Access | Admin |
With several brands you have several help centres. Whether search should cross them is a decision, not a default.
Set it up
- Open the search settings in Knowledge.
- Choose which help centres are searched from this one.
- Save, and search from each brand in turn to see what a reader gets.
Settle one question first
Should a customer of one brand see content from the other?
Where the brands are two faces of the same service, yes: a customer searching for an answer does not care which help centre it lives in. Where they are separate propositions with separate customers, crossing them leaks one brand into the other and confuses both.
Results show where they came from
Readers can see which help centre an article belongs to, and that is worth checking on your own theme, because a result that looks native but reads as another brand's is worse than no result.
The alternative to crossing search
Shared content, once, in the place both brands point to. Where two help centres hold near-identical articles, the problem is duplication rather than search, and crossing search only makes the duplicates both visible.
Check it per brand
Settings are per help centre, so search can cross in one direction and not the other. That is occasionally what you want and usually an oversight, so test from each side.
Comments
0 comments
Article is closed for comments.