We are excited to announce a new version of the Knowledge Capture application released today, Friday April 20th.
Based on user feedback through two beta periods and the first version of the application, the goal was to rethink the integration, and some of the interactions in the app, and make it easier to use.
Here’s what has been updated for the latest release:
- Knowledge Capture available for Guide Lite
- New App location
- Improved article link tracking
- Article preview
- Quick links
Introducing Knowledge Capture for Guide Lite
The Knowledge Capture app is now available on Guide Lite. You can use the app on Guide Lite to search articles and insert links to articles. Creating and Flagging articles is available to customers on Guide Enterprise, Guide Professional and Legacy plans only.
Now available in the editor
The new version changes the default app location for agents. We've moved the Knowledge Capture app so that it's primarily an editor toolbar app. This puts relevant search results more easily at an agent’s finger tips. We received feedback that this is the preferred location when composing a response to a customer.
There’s also a setting to enable the application in the sidebar as well, if you prefer using it from that position. Additionally, if you’re working in tickets from social channels (Facebook or Twitter) or markdown tickets where the rich text editor is not available, you can still access it from the sidebar app location.
Improved article link tracking
What is auto-linking in the Knowledge Capture App?
We are changing the way we detect link events in Knowledge Capture. Instead of recording links only when agents click “Link and insert article” or “Link article,” we scan ticket replies for Help Center article links, and track those.
Why are we tracking link events in this way?
There are many times when an article link has been included in a ticket response, but the “Link article” or “Link and insert article” functionality of the Knowledge Capture app wasn't used, so the article link wasn't properly reported or accounted for. For example, if an article link is copied and pasted into a reply, or if there is an article link already embedded in a macro. To correct this gap, we scan ticket replies for article links and record these events automatically. This provides more complete and accurate reporting on article usage, but without adding any extra burden onto agents in the workflow.
Clicking “Link article” or “Link and insert article” is no longer necessary, but the article link needs to be inserted into either the public reply or the private notes to be reported properly.
Many customers need to track link events for articles that are not accessible to the requester of the ticket. This is common for tracking the usage of internal knowledge base article. If you do not have an internal knowledge base or do track the usage of internal knowledge base articles, then there is no change for you.
However, if you do track internal knowledge base article usage, the article link needs to be present in the private comment in order for the Knowledge Capture app to be able to track it. This is a change in behavior for agents. Previously, agents had to click the link button in these cases, and although no link was inserted, the event was tracked. Now, simply link and insert articles into the private comments to track their usage.
New article preview in search results
From the new app location, we give you a quick preview of the article next to the search results. This allows you to quickly determine if this article is relevant to the customer’s request. From here you can quickly link to the article or open it in a modal or in Help Center.
Article quick links
We’ve added a set of quick links below the article preview so you can quickly and easily expand the article, insert a link to the article into your response, copy the article url, or open the article in Help Center in a new window from the preview. It also remembers your last action so that your most commonly used actions are right at your fingertips.
Getting the new version of the Knowledge Capture application
If you have a previous version of the Knowledge Capture app, your app should have already updated automatically to the new version.
If you would like to install and start using the app, you can install it from the Zendesk App Marketplace.
For those customers who are just getting up and running, the app will be installed when you create your first Guide Help Center.
To learn more about using the Knowledge Capture app, see our documentation in Working with the Knowledge Capture app.