One of the most important features of a helpdesk is the knowledge base. A knowledge base is a collection of articles, tutorials, and other resources that customers can use to find answers to their questions.
But what if you have multiple brands or products that you need to support? That’s where the multi-brand knowledge base feature comes in.
What is a Multi-Brand Knowledge Base?
A multi-brand knowledge base allows you to create separate knowledge bases for multiple brands or products. This means that you can create a separate knowledge base for each of your brands or products, and each knowledge base can have its own content.
With the help of multi-brand knowledge base feature in Desk365, you can deliver unique support experiences tailored for each customer by having different categories and folders of solution articles for different customers.
How to Create a Multi-Brand Knowledge Base in Desk365
Creating a multi-brand knowledge base in Desk365 is easy. Here are the steps:
1. Identify the Brands
The first step is to identify the brands and products that you want to include in your knowledge base. Make a list of all the brands and products and categorize them accordingly.
2. Create a Structure
Once you have identified the brands and products, the next step is to create a structure for your knowledge base. A well-organized structure is crucial for making information easy to find and accessible for your customers.
Start by setting up categories for each brand or product. Categories are the main topics under which your knowledge-based articles will be grouped. For example, if you’re managing multiple brands, you could create separate categories for each brand, such as “Brand A Support” and “Brand B Support.”
To enhance organization and usability, you can create folders within these categories. Folders allow you to group related articles together under a more specific heading, providing an additional layer of structure. For instance, within the “Troubleshooting” category of “Brand A,” you might have folders like “Login Issues,” “Payment Problems,” and “Error Messages.”
This hierarchical approach—organizing articles into folders within categories—ensures that customers can quickly navigate through the knowledge base and find the exact information they need.
3. Customize the Content
Customize the content of your knowledge base to fit each brand or product. This will ensure that customers receive accurate and relevant information for each product or brand. Use language and terminology that is familiar to your customers.
4. Implement the Knowledge Base
You have the option to restrict access to specific categories based on the company that the users belong to. This is particularly useful when you need to provide tailored support content for different clients or companies. For instance, if you have a company named Brand A, you can create a category specifically for them and ensure that only users from Brand A who are signed in to the Support Portal can access the content within that category.
The visibility of folders within a category is automatically aligned with the visibility settings of the parent category. For example, if you’ve set a category to be visible only to signed-in users from Brand A, only users from Brand A will be able to see and access the folders and articles within that category.
This help center article explains in detail on setting up knowledge base articles in Desk365.
A multi-brand knowledge base feature is an essential tool for businesses that have multiple brands or products to support.
By following best practices and keeping your knowledge bases up to date, you can create a valuable resource for your customers and improve your overall customer support efforts.
