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!

[Jen_C]

Thank you all for your help. A developer put together some options

Option 1 - Table of content with auto expandable collapsible sections when you click on the table of content link and then blocks in each section for either the service desk to view, or for the customer to view on the self-serve portal.

Option 2 - collapsible sections that you click on depending which member firm they receive a contact from and then blocks in each section for either the service desk to view, or for the customer to view on the self-serve portal.

[Revanth Karra]

Dear Jen_C,

@Jen_C  and @lesleyklinger , Hope you're doing great! 

Use a combination of collapsible sections and knowledge blocks.

• Create a collapsible section for each country.
• In each collapsible section, include the country-specific process notes.
• Use conditional visibility to display only the relevant collapsible sections to users, based on their country or other criteria.
• Use knowledge blocks to create reusable pieces of content that can be used in multiple knowledge articles. For example, you could create a knowledge block for each common process note that is shared across multiple countries.
• Insert the knowledge blocks into the relevant knowledge articles.
• Use conditional visibility to display only the relevant knowledge blocks to users, based on their country or other criteria.

This approach will allow you to create a knowledge base that is both comprehensive and easy to use. It will also allow you to easily maintain the knowledge base as your needs change.

Here are some additional tips for creating a knowledge base that supports multiple countries:

• Use a consistent structure. Try to use the same structure for all of the knowledge articles in your knowledge base. This will make it easier for users to find the information they need, regardless of which country they are in.
• Use clear and concise language. Avoid using jargon or technical terms that your users may not understand.
• Use images and screenshots. Images and screenshots can help to explain complex concepts and make your knowledge articles more visually appealing.
• Translate your knowledge base into multiple languages. If you have users in multiple countries, consider translating your knowledge base into multiple languages. This will make it easier for your users to find the information they need in their native language.

Kindly, please mark my solution as Helpful/Correct, if applicable. 

Thanks & Regards, 

Revanth. K

Product Test Automation Engineer