“Add a second site” can mean different work in cloud and on-premises products. A list of matching pages leaves an account manager to reconcile them. A useful hub asks for missing scope, then connects the tasks and roles for one edition.
See the comparisonHow do I add a second site to a customer’s system?
The account manager’s request is intentionally missing an edition. The content and retrieval model determine whether the hub mixes instructions or resolves that ambiguity.
Cloud and on-premises topics lack consistent scope and task relationships.
How do I add a second site to a customer’s system?
Create a site in the cloud console, then run the on-premises configuration utility.
Edition facets and related-task links are available.
How do I add a second site to a customer’s system?
Is this the cloud or on-premises edition? Once you confirm, I can show the site-creation task and the required administrator role for that edition.
An immediate answer is not always a useful answer. Count the time needed to establish scope, check sources, and identify the applicable tasks, including any follow-up question.
Ask about edition or version when needed.
Retrieve the right tasks and required roles.
The account manager checks and applies the guidance.
Compare service effort per equivalent question or case, including escalation and verification time.
Build an evaluation set from support’s simple and cross-topic questions. Include ambiguous requests and score correct scope, source support, and task coverage separately.
Compare total support effort and call length for similar questions. First-contact resolution and new-hire ramp time may improve, but require their own observations. No assumed cost per call is needed for the pilot.
Edition metadata keeps incompatible instructions apart. Relationships explain which tasks and roles belong together after scope has been established.
Choose one edition and version before retrieving site creation and access tasks.
Move maintained support know-how into self-contained task topics with sources and review ownership.
Classify edition, version, role, and feature consistently. Those facets also identify the clarifying question to ask.
Connect a feature to its tasks and required roles across topics so retrieval can assemble a complete scoped answer.
Select a small question set that currently sends staff into chat. Include edition ambiguity and cross-topic tasks, then compare hub answers with support-reviewed answers.
The search integration applies filters and relationship queries. Models decide how to phrase an answer; staff still judge whether its evidence fits the customer’s situation.
See how this scenario works
Intuitive Stack can help structure support knowledge, define useful scope facets, and connect the tasks needed for answers staff can verify.