Reviewing suggested Support topics in Content Cues (Guide Enterprise)

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9 Comments

  • Harrison Crerar
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    Is there a way to filter out articles from appearing in the recommended articles list?

    We have both internal and external articles in our knowledge base, and we want Content Cues to only provide recommendations to our external articles.

    If we can tell Content Cues to filter it's recommendations by Category/Section or Visibility level then that would be very helpful.

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  • Shiyu Zhu
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    Currently, Content Cues doesn't support article filtering. Would you be able to elaborate on what you expect to happen when an article is filtered? Would you expect this setting to apply to all your future suggestions or just for the session? Thanks! 

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  • Harrison Crerar
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    Hi @Shiyu,

    Appreciate the clarification request. The expected behavior would be,

    1. Under Support Topics, selecting an topic
    2. Select"view tickets"
    3. Select "update related articles"
    4. Using a drop down, choose from the hierarchy currently present in that Brand's help center (similar to this filter option under Manage Articles in Guide)

    This would filter the list of related articles to only include articles present in the selected Category or Section. I believe this functionality would work best as a per-session application, allowing filters to be reset the next time you start a Content Cues session.

    For additional context, we house our internal and external (customer-facing) articles in their own Categories. We want to use Content Cues to improve the health of our external articles. Typically, we have relevant external articles that may need improved labels or phrasing related to a support topic that are not being presented.

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  • Suzie Baunsgard
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    If we want to take a look at Content Cues without the guide turned on, can we do that?

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  • Nicole - Community Manager
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    HI Suzie,

    No, you have to have Guide Enterprise enabled in order to use Content Cues.

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  • Rethi Gopalakrishnan
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    Is there a way to change the time range for Support Topics? From 60 days down to 30, for example?

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  • Mirjam Happel
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    Is there a way to see more than 3 related tickets? Very often I can not make out what kind of content would be relevant based on just 3 tickets.

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  • Nicole - Community Manager
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    Rethi Gopalakrishnan and Mirjam Happel - 

    No, neither the date range nor the number of related tickets shown can currently be adjusted. 

    If you'd like to request that functionality be changed, I encourage you to post in the Feedback on Guide topic in the community. Here's information on how to submit a feedback request

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  • Dennis Beltran
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    Does Support topic take into account tickets from chats? We get tickets automatically generated from our chat sessions and primarily handle majority of customer support via chat vs regular support tickets (~ 80/20).

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