We have used Guide to create a great Knowledge Base for our clients. But we want to build one for our staff - articles about how to book time off; how to log into the accounts system; where to find stuff etc. Can we create a second Guide for that purpose? Or would we need another Zendesk account?
It would need to be hidden from Google etc.
Thanks!
Thanks - do articles marked only for agents and managers will appear in external search engine results?
And presumably they appear only in the internal search results for agents and managers?
Hi Robin,
Anything that is visible only to agents and managers can't be seen by end users in search results and although I can't say for 100% certainty, I have to assume it would not show up in external search engine results since it is restricted. Even if an end user is sent a direct link to a restricted article, they won't be able to view it - they'll get an "oops" message. I think Nicole's suggestion would work great for what you are trying to do!
Thanks,
Maggie
Kind of related to this question.
We are planning to have Guide Enterprise, but staying with Support Professional. Can we still have multiple help centers / instances for our Knowledge Base even if our Support plan is not Enterprise, and only for Guide?
Hi @Nicole - Community Manager!
You mentioned "You can only have one knowledge base per instance of Guide". Is it possible to have two instances of Guide, and if so, how would we go about ordering and configuring that?
We have an existing instance of Guide, with Help Centre enabled :)
Thanks for your time!
EDIT: Oh, it seems like this IS possible, depending on the license
https://support.zendesk.com/hc/en-us/articles/228415408-Creating-a-Help-Center-for-one-of-your-brands-Enterprise-
Hi Marc,
I see you found the info on multibrand on your own!
You would need both Support Enterprise & Guide Enterprise to have multiple help centers for an account, but is definitely possible.
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Hi Robin -
You can only have one knowledge base per instance of Guide. However, you could consider adding a couple of categories to your existing knowledge base that are visible only to agents and managers - effectively creating a second half to your KB that is an internal knowledge base.