How to Create Separate Knowledge Bases for Different Teams or Products in Supportbench
In a dynamic support environment, providing relevant, targeted information is key to both agent efficiency and customer satisfaction. A single, monolithic knowledge base can become cluttered and difficult to navigate, especially for organizations with distinct teams, products, or customer segments. Supportbench addresses this challenge by allowing you to create separate, dedicated knowledge bases through its Community Portal feature.
This guide will walk you through the process of setting up a new knowledge base tailored to a specific team, division, or product line.
The foundation of a new knowledge base in Supportbench is a new Community Portal. Each portal functions as an independent container for your articles, guides, and FAQs.
To create one, follow this simple navigation path within your Supportbench instance:
Navigate to Self Service in the main menu.
Click on Community Portal.
Select the New button to begin the creation process.
This action will generate a new, blank portal, ready for you to configure and populate with content specific to your target audience.
Once your new portal is created, the next crucial step is to define who can access it. This ensures that sensitive internal information remains private and that customers or specific teams only see the content relevant to them.
You can implement robust security by setting up role-based access controls. Within the portal's settings, you can configure permissions so that the knowledge base is only visible to users assigned a specific role. For example, you could create a "Tier 2 Support" role or a "Product X Development" role, granting exclusive access to the corresponding knowledge base. This granular control is essential for maintaining data integrity and relevance across your organization.
A key advantage of creating separate portals is the ability to customize their appearance. This is particularly useful for aligning the knowledge base with the branding of a specific product or division. If you have proficiency in web development technologies, you have complete creative control.
Supportbench allows you to edit the portal's:
HTML: Modify the underlying structure of the page to add, remove, or rearrange elements.
CSS: Apply custom styles to control the colors, fonts, layout, and overall visual design to match your brand identity.
JavaScript: Introduce dynamic functionality, such as interactive elements, custom search behaviors, or third-party integrations.
This flexibility ensures that each knowledge base can offer a unique and seamless experience for its intended users.
By leveraging the Community Portal feature in Supportbench, you can effectively decentralize your knowledge management. Creating separate knowledge bases for different teams or products not only streamlines information access but also enhances security and provides a tailored user experience. This powerful capability allows you to build a more organized, efficient, and user-friendly support ecosystem.
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