Content Cues uses machine learning technology and Guide article usage data to help you discover opportunities and tasks that will improve your knowledge base health.
There are three types of content signals:
- Support Topics: AI-powered support topic identification by automatically reviewing incoming Support tickets, and identifying common questions and keywords. This information is compared to your existing Help Center content and suggestions are provided on what information you might want to add or update, as well as labels you can add to your articles to improve your customers’ search results.
- Articles to update: Identifies top performing Help Center articles over the last 60 days, helping you to ensure top performing content is relevant and up to date.
- Articles to archive: Identifies underperforming content giving you the opportunity to either improve or archive content that is no longer relevant.
This article covers the following topics:
To successfully use the Content Cues feature, your Zendesk account must meet the following requirements:
- Be on the Guide Enterprise plan
- Have more than 100 support tickets from the past 60 days with at least
one reply and a maximum of seven replies from either email, API, or
webformNote: Tickets over 20 MB in size are not included.
- Have at least five English-language Help Center articles
Additionally, the user activating Content Cues must be a Guide admin and have full ticket access in Support.
Content Cues viewing permissions
Your role influences what you can see in Content Cues, because the feature combines both Guide articles and Support tickets. Support tickets might contain sensitive customer information, so you need Support user role permissions, in addition to your Guide permissions, to view tickets.
These are the roles and viewing permissions for Content Cues:
- Guide admin: can view all Content Cues tabs. This is because a Guide admin already has Support Admin permissions.
- Guide Agent: can view the Articles to Archive and Articles
to Update tabs. They can't view the Support Topics tab.
A Guide Agent requires non-restricted agent rights in Support to view the Support Topics tab.
The Content Cues Guide admin page
The Content Cues admin page is where you can view, address, dismiss, or resolve content suggestions.
To access the Content Cues admin page
- In Guide, click Guide admin at the top of the page, then click the Manage articles icon ().
- Under the Lists tab in the left navigation, click Content
- Click any of the three tabs to review your content signals and take
- Articles to Archive lists articles in your Help Center with the fewest recent views. See Reviewing articles to archive in Content Cues.
- Articles to Update list the most commonly-viewed articles. See Reviewing articles to update in Content Cues.
- Support Topics includes topics pulled from commonly-mentioned in Support tickets. See Reviewing suggested Support topics in Content Cues.