Zendesk Knowledge Base Best Practices

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Zendesk knowledge base best practices. Link to top level of the community or kb in the footer of emails to customers link to top level of the community or to specific articles in email to customers for example welcome emails and follow up emails after events or webinars. But don t forget about other resources that might also help you pinpoint issues you should document in your knowledge base including macros tags existing content and consult your community. As your business and support operations grow more complex it s important to make sure your knowledge base stays relevant. Please also send me occasional emails about zendesk products and services.

These best practices based on feedback from zendesk users are meant to offer guidance and help you build a valuable knowledge base. Here s the basic process of designing and building a knowledge base. Knowledge base search in product using the zendesk api customer outreach. For zendesk this is anyone who is an agent because everyone in zendesk is an agent.

Guide is engineered to provide a streamlined content creation revision and approval process that doesn t just invite new content it helps keep it up to snuff. Best practices when creating an internal knowledge base sophie mcmonagle edited. If your knowledge base design is lackluster it could make for a poor impression. The best way to do this is to analyze your tickets.

Knowledge base administrator administrators are technical resources whose expertise matches the skills required to maintain a vendor knowledge base. They are the best record of your customer issues and pain points. Keeping content up to date is one of the most important facets of knowledge management. When building and designing an external or internal knowledge base it s important to keep discoverability and simplicity top of mind.

5 components of a winning knowledge base article template the key is to find the right mix of knowledge base article templates for your customer audience best practices. What are the best practices for the content life cycle to keep content up to date. Some people like to search while others like to browse so think about how you ll group articles in a way that makes. Identify a knowledge base owner.

A q a with forrester s kate leggett on knowledge management best practices. You can unsubscribe at any time. It s likely that you ll want all staff to be able to access your internal knowledge base.