A critical component of a customer self-service is an experience that allows your audience to get the answers they need to be successful with your product or service. The ability of your audience to articulate their problem can be a challenge if they are new to the product or service or not at an expert level just yet.
If you limit the methods by which your audience can find the content they need, you hinder the overall support experience. Expert provides multiple ways to help consumers of your content get to the answers they need to address the issue they are experiencing.
Effective discoverability and findability occur when a strategic information architecture delivers quality content based on your user's knowledge and intent.