How to set up a knowledge base for 8 countries

[Jen_C]

Hi all, I am hoping this is the correct forum for this type of question. I need to create a knowledge base that supports 8 different countries, all on the same topic but the process notes in the article may differ from country to country. Rather than having 8 duplicates of the same/similar article, I am looking for some advice and guidance on the best way to set this up, as an additional note the supporting desk is interoperable and supports all 8 countries, so having 8 different knowledge bases wouldn’t work.. For some articles and countries, the content may be relevant to our business customer as well as the internal support desk. Should I use collapsible sections for each country per article and then use knowledge blocks for visibility to external customer/internal support, or is there a cleaner and more consistent way of structuring this and functionality that I am not yet aware of? Does knowledge have the functionality to create tab pages per article, so you have your main article but then tab sections across the top that I can assign per country? Thank you in advanced!

[lesleyklinger]

I have a similar issue - kba relevant for multiple KB's but don't want duplicate kba's that may not get sync'd with updates.

[Monica11]

Blocks are the only thing I know of for these scenarios. Each block can have multiple Can Read user criteria so setting up criteria for each unique audience and adding to the relevant blocks that are inserted into the generic content visible to all (assuming there is; it is possible to have a KA contain nothing but blocks). If the support desk supports them all, their user criteria would be added to every block. Then, the appropriate country and finally, where applicable, you would add your external user critieria.

This also presents the cleanest view for end-users and does not bog them down with sections or tabs, etc. that are not relevant to them.

[Val8]

Blocks came to my mind first as well. For the IT side where they have to look through 8 different areas, I'd be curious how you 'tag' each country. It seems like a small logo on the top of each unique article to distinguish among them would help IT cruise through to the correct block? It would be a redundant icon for the end user (among all articles for their view in the KB) but seemingly harmless otherwise. Please let us know how you organize it, this is an interesting concept.

[Monica11]

A title can be inserted into the block's content as a header that is only visible to the viewer. If there is generic/applies-to-all content in the main KA, as an introduction of sorts, this would help the title to not come across as awkward for the end-user yet helpful for IT in finding the right section.