As an organization with multiple products, it’s important to answer accurately when there are differences between them. We’ve built products into the knowledge base for this use case. Common resources and answers can be shared across products while saving differences per product as needed. When completing questionnaires, specify the product in scope to ensure that only relevant information is used to answer questions.
Establish your Products
- Select Trust Center, then Settings
- Find the section Configure Knowledge Base products
- Click Add product
- Enter one or multiple product names, comma-separated
- Click Save
Configure Products on Resources
- Go to Trust Center, then Knowledge Base, then Resources
- Click the three-dot menu on a resource
- Click Edit
- Set one or more products in the Product field
- Click Save
Configure Products in the Answer Library
- Go to Trust Center, then Knowledge Base, followed by Answer Library
- Click the three-dot menu on an answer library item
- Click Edit
- Set one or more products in the Product field
- Click Save
Configure Products While Importing a Questionnaire
- Go to Trust Center, then Knowledge Base, followed by Answer Library
- Click Import questionnaire
- Choose or drop in the questionnaire file
- Set one or more products in the Product field (these products will be applied to all imported items)
- Continue with the rest of the import process (Learn more about importing questionnaires)
- All imported questions and answers will be added to the pending updates list. Within the pending updates list, you can review and make any adjustments to the product(s) configured for the imported answers before applying the changes to the answer library. You will also be able to accept, deny, or adjust the product on any questions in the library.
Completing a Product-specific Spreadsheet Questionnaire
- Go to Trust Center, then Questionnaires
- Click Add questionnaire
- Fill in any questionnaire details
- Select the product that is in scope for this questionnaire (only information from the knowledge base that is configured for this product will be used for the answering process)
- Continue with the rest of the process to complete a questionnaire (Learn more about completing spreadsheet questionnaires)
- All imported questions and answers will be added to the pending updates list. Within the pending updates list, you can review and make any adjustments to the product(s) configured for the imported answers before applying the changes to the answer library. You can also accept, deny, or adjust the product on any questions in the library.
Using Products in the Browser Extension
- Open the browser extension
- Select the product in scope for the questionnaire
- Continue using the browser extension to answer questions (Learn more about the browser extension)
- Only information from the Knowledge Base configured for this product will be used to answer the questions.
FAQs
Can I have the same question but different answers for different products?
- Yes, simply add or import the questions and answers as described above.
When I import or mark a questionnaire as complete, how are duplicate questions handled?
- We do not allow duplicate questions for the same product. Once an import is complete or a questionnaire is marked as complete, a “Pending answers” banner will be displayed in the answer library. Click Review answers and then click the Duplicate questions tab to see any duplicates that were found. From this page, approve or deny the changes, optionally adjusting the product as needed.
Which product is used for imported answers after marking a questionnaire as complete?
- Whichever product was set when initially starting the questionnaire will be applied to new or edited answers synced after marking a questionnaire as complete. The product can be adjusted while reviewing the pending changes to the answer library.