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Show relevant help center articles based on choices in a web form

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Gabi

Gepostet 22. Jan. 2024

Would it be possible to display certain help center articles, depending on the choice in a web form such as a service request?
So for example, when the user wants to submit a service request about resetting a password,  choosing user administration::reset password, then immediatly the article "Resetting your password – Help Center" is displayed instead of creating a support ticket.

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    Brandon Tidd

    Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

    Hey Gabi -

    Really interesting use-case, and you have some options here.  Short of some custom code that dynamically maps the form selections to help center content, the easiest method is to leverage Zendesk's Bot Builder and Messaging Widget to have more of a directional conversation with the user.  Using Advanced AI, you could even have the bot generate unique answers that are connected to content in your help center.  Alternatively, Yext has built a pretty powerful augmentation to the Zendesk submit a request form & search that is powered by Yext AI.  Hope this helps!

    https://www.yext.com/integrations/yext-ai-search-for-zendesk#tab-showcase__tab-1

    Brandon

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    Stephan Marzi

    Zendesk Luminary

    Hey everyone,

    We are using tags/ labels in order to generate the most useful proactive message. In fact a special form or intent (Advanced AI is neccessary) is mentioned you can also provid these articles in a proactive message via answer bot as well. 

     

    Regards, Stephan

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