Knowledge Capture App Early Access Program Follow

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18 comments

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    James Rago

    Looking forward to testing this. We currently use the search bar app, which has some of this functionality. This app looks to bring a few extras with the content management aspect. 

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    Pete LeRoy

    Is the Answer Suggestion app the same thing as Automatic Answers, aka Answer Bot?

     

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    Deepa Daniels

    Hi Pete,

    Answer Bot uses machine learning to respond to support tickets with an automated email that lists relevant knowledge base articles. Learn more

    Answer Suggestion is a Zendesk app that analyzes ticket subject and looks through knowledge base content to suggest relevant articles and surface them right next to the ticket. 

     

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    Pete LeRoy

    Thanks Deepa. This app looks like it could have some significant benefits to us. I've completed the EAP form and look forward to testing it. Pete 

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    Mindaugas Verkys

    and what is difference between Knowledge Capture vs Answer Suggestion?

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    John Yu

    What is the target GA date for this app?

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    Deepa Daniels

    Right now we are focusing on learning from EAP usage feedback, looking forward to hearing from you over in the Community topic

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    Jessie Schutz

    Hey Mindaugas! Sorry for the delayed response!

    Answer suggestion analyzes the contents of a ticket to suggest Guide articles that may answer the customer's question, and allows agents to search for something specific if it's not on the list of suggestions.

    Knowledge Capture does the same thing, but also includes some additional helpful features.

    With Knowledge Capture, agents can add inline feedback to existing articles that need to be updated, as well as create new articles based on a ticket, using a pre-defined template. 

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    Cody Stephenson (Edited )

    We signed up for the Knowledge Capture EAP and received the acknowledgment email about a week ago, but when I follow the instructions to add the app I can't find it, there isn't even a beta app section.  Any suggestions? Did I miss a window?  We are also on Guide Legacy - would that matter?

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    Jessie Schutz

    Hi Cody! So sorry for the delayed response!

    I see that you have a ticket open about this with our Support team as well. Please be sure to let us know what you find out!

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    Rhonda Koerner

    Is the app only pulling information from a customer facing knowledge base or would we be able to configure it to pull from an internal help section? or both? I find that our team needs to pull up information regarding customer's profiles and what they have implemented within our system, more than accessing the client facing help articles.

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    Jessie Schutz

    Hi Rhonda!

    Based on the testing I just did, the Knowledge Capture app should return results from anything in your Help Center, regardless of how the content is restricted. However, it's only going to pull from your Help Center - it's not set up to pull from anything else.

    Can you tell me more about your use case? Where are you storing the customer profile information you want to show in tickets? There might be something else that'll do the job!

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    Rhonda Koerner

    Hi Jessie, thanks for getting back to me. We are looking at pulling content from our Support Manual which is located in Confluence. Our Knowledge base is strictly client facing and all articles are public. We eed to assist the agents in pulling all the information about a client implementation, in order to better serve that client better when they put in a ticket.

    Or if anyone else in the ZD community has any ideas of how to pull client information into a ticket so that the agent knows the client's setup.

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    Jessie Schutz

    Hey Rhonda! Thanks for the additional info!

    We don't have an integration with Confluence, but it should be possible to build a custom app using our API. If you have developer resources available, we have all the resources they'd need to do this. Otherwise, we could get you in touch with our Partner Services team. These are folks who can build customizations for your Zendesk, for a fee.

    Let us know if you have additional questions!

     

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    Andrew J

    Is this built on ZAF v.1 or ZAF v.2?

    Just wanting to know as the collapsing header works great in this!

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    Jessie Schutz

    Hey Andrew! I'm sorry it took me one million years to respond to this. The KCS app is built on v.1!

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    Ali Pettigrew

    I stumbled across this in our insights area. Can you speak to what data we are able to gather with this new app? It appears that we can see how many help center articles were linked in tickets, is that correct? 

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    Jennifer Rowe

    Hi Ali,

    This article covers all the reports in the Knowledge Capture dashboard.

    Hope that helps!

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