Product training 3 - Zendesk Knowledge

Self Service in Zendesk, we have 3 different options: 

• The help center
  • collection of knowledge base articles where customers can find answers
• The community
  • customers can connect and collaborate
• AI and Chatbot
  • pull articles from knowledge base to help answer customer questions in a more conversational way.

 

The help center:

• Knowledge base content organized into Categories>Sections>Articles
• Guide admin settings for guide specific feature settings
• customizable help center themes to keep your content on brand

Community:

• content organized into Topics>Posts>Comments
• Guide admin settings for community content moderation
• You can report on community activity

Zendesk AI

There are 3 main versions:

• Essentials
  • everyone has this, basic bot, limited to its functionality
• Copilot
  • add on for essentials, suggestions, ticket scanning, summarize
• agents advanced
  • added features, more advanced processing

User segments

In your Help Center, you can create articles, and those articles, you can restrict them, so only specific viewers are allowed to see them. These are user segments.

Collection of end user and agents, defined by different attributes

• viewing permissions - determines what help center content can be seen by these user
• management permissions - determines what content can be edited and viewed by these agents

 

Guide navigation

Here we can see how a zendesk link is made: 

 

 

 

*AI bot will only grab content from the help center that it's connected to. if you have multiple brands, you have multiple help centers, but each help center is its own space. It doesn't carry content over to each other. So if you were to create articles in one, you would have to create articles in the other manually. It doesn't, like, connect. AI bot does the same thing. When your AI bot is attached to a specific help center, and you elect that when you attach the widget to a page, it will only pull articles from that specific Help Center, it won't consider your other ones.*

 

 

Resources:

• Slide deck for Zendesk knowledge and help center: Zendesk Knowledge (Guide)
• Zoom Recording of Zendesk knowledge and help center: https://zendesk.zoom.us/rec/share/GDzHUlpD-F79TYBlKtPG_HAvnG7v50S4569rwGTIOmvMohfNhraTv2TAKRU2dLxS.WGo3omIvlBW-ywGL
  • Passcode: vv^SeTN1