Plan requirement
| Subscription | Suite Enterprise or higher, Knowledge Enterprise |
| Access | Admin |
With several brands you have several help centres, and whether search crosses them is a decision rather than a default. Note the plan first: this needs Suite Enterprise or Enterprise Plus, or Knowledge Enterprise with Support Enterprise if you are not on a Suite plan. It is set per help centre, and community posts follow a rule that catches people out.
Set it up
- In Knowledge admin, click Settings in the sidebar.
- Click Search settings.
- Under Search sources, click Manage.
- In Manage search sources, select the help centres to include in this one's results.
- Search from each brand in turn to see what a reader gets.
You need to be a Knowledge admin to change this.
The community rule that catches people out
To surface community posts from another help centre, community must be enabled as a search source in the help centre that contains the post, not only in the one doing the searching. Miss that and the posts never appear, with nothing to indicate why.
So if you are pulling in a brand whose community you want searchable, that brand's own search settings need changing too.
What the reader sees
Results from the other help centres are searched alongside your own and then grouped on the results page under the name of the source they came from. So a reader is not left guessing which brand an answer belongs to; the page says it.
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: somebody looking 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.
Check it per brand
The setting belongs to each help centre, so search can cross in one direction and not the other. That is occasionally what you want and usually an oversight, which is why the last step is searching from each side rather than only from the one you configured.
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 both copies visible at the same time.
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