Problem to Solve:
We have a ton of articles that should live in two different collections within the same Help Center because we understand how different types of customers may search for information.
The workaround for duplicating those articles is not a viable option for a few reasons:
- It leaves a lot of room for human error to miss one of the articles when making article updates
- It does not paint a true picture when we’re analyzing metrics for high traffic articles, conversations started from articles, reactions, etc
Impact:
- It’s really important to be able to have the flexibility to allow customers to be able to find information the way their brain works / where they are in the customer journey, which varies greatly from person to person.
- As companies are becoming more data-driven and using that data to shape improvements to their customer experience, we need to make sure we have accurate data to make these types of decisions.
Example:
We have several articles that should be included in a “Getting Started” section for new customers to easily find the information, but it’s also the same information that existing customers would need in the “System Admins” section.
Currently we cannot have the same articles housed in both, and we will not be duplicating them because as mentioned earlier that will cause more issues when trying to keep information updated accurately, and will give us incorrect data insights.
Request:
Add the ability for an article to be assigned to more than one collection, just like you can do with Help Centers:
Additional Info:
Sorry if this is a duplicate, I didn’t see an official request where people could vote, just a question that was answered with lots of comments here for people needing this functionality:
