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I need to create an internal knowledge base and a public knowledge base for clients. Each needs to have a Zia answer bot for employees and clients to search our articles. Right now we have a KB set up in Desk, but I've seen topics mentioning multi-branding and Zoho Learn. I'm a bit confused on the best solution/approach to accomplish what I'm looking for. Thanks!

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Hi

,

Welcome to Zoho Desk Community :)

You can set up Knowledge base articles with tailored accessibility—whether for agents or all users. While customers interact with the Answer Bot through the Help Center, agents get quick access right from the Ticket Properties. The visibility of articles depends on how you configure these settings.

If you're thinking about integrating Zoho Learn, we'd love to hear how you plan to use it! That’ll help us explore the best approach for you.

Regards,
Shivani | Zoho Desk

  • 13 days ago

Thank you, Shivani. So just to clarify, I don't need two KBs? Would I organize our existing KB using categories? Alternatively, would enabling multi-branding and doing separate KBs for "departments" and having one be public-facing and one be for internal use be the best way to accomplish this? I'm not sure if we will integrate Zoho Learn. Is there a benefit to using Zoho Learn over the KB in Desk for this purpose? Essentially, we want to be able to point the team to internal help articles for their use and also be able to have them point to public-facing articles to send clients, or have clients be able to get answers from public-facing articles through Zia.

Yes, that's right

! If you're managing two different customer bases, the Multibranding setup would be the way to go. In your case, even if you create a separate Help Center for agents, they won’t have individual access to the Help Center portal—they’ll only be able to view it as a guest (public) user. Based on your requirement, structuring Article Categories
with separate permissions might be the best fit.

Cheers,
Shivani | Zoho Desk

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