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 two types of content signals:
- Support topics: AI-powered support topic identification automatically reviews incoming Support tickets, and identifies common questions and keywords. It's a good opportunity for you to go through the underlying support tickets, to understand how to better help your customers through help center articles.
- Articles to review: Identifies both your top performing and underperforming help center articles. Identifying the top performing content over the last 60 days helps you to ensure the top performing content is relevant and up to date. Identifying underperforming content gives you the opportunity to either improve or archive content that is no longer relevant.
This article covers the following topics:
Account requirements
| Support topics | Articles to review | |
|---|---|---|
| Plan type | Guide Enterprise | Guide Enterprise |
| User settings / View permissions | Guide agent or admin with full ticket access in Support | Guide agent or admin |
| Other requirements |
At least 100 support tickets with 1-7 replies from the past 60 days from email, API, or webform in one or more of the following languages:
Note: Tickets over 20 MB are not included.
|
At least five English-language help center articles. |
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 review tab. They can't view the Support topics tab.
A Guide agent requires non-restricted agent rights in Support to view the Support topics tab.
Accessing the Guide Content Cues 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 menu, click Content Cues.
- Click the tabs to review your content signals and take action.
- Support topics - includes topics that have been commonly-mentioned in Support tickets (see Reviewing suggested Support topics in Content Cues).
- Articles to review - lists articles in your help center that require updating or reviewing (see Reviewing articles to update in Content Cues).
17 Comments
Why are you forcing us to only be able to take advantage of this great feature if you are an Agent or above? Most of my article creation is done by product managers who are set as Light Agents. This is really disappointing.
So, is it only available for English sites?
Hey Verena,
Currently, content cues will only work on English-language articles. Our product managers are aware of interest around having this feature available for multiple languages and I'll be sure to pass your feedback along as well :)
Cheers!
As a follow up to Cris's comment.
Is this functionality gonna be available for the "Guide Manager" access role?
Thank you.
Hello Oleksandra,
At this time, we have no new information to announce concerning your request for our current product, roadmap. I would, however, recommend posting your request to our Product Feedback forums so our developers can consider your ask for future updates.
Guide Product Feedback
Best regards.
Can we restrict the articles that appear in Content Cues? We have a huge number of internal articles that do not get looked at very often and will not need changing and I keep having to dismiss them. Or change the time limit?
We are not (yet?) on the Guide Enterprise plan, and we don't at present use the support tickets system in Zendesk. Is Content Cues only valuable if using support tickets? Of the three content signals, it's not clear to me if the latter two depend on support tickets.
Speaking of the latter two content cues, how are "top performing" and "underperforming" measured?
Hi Tom,
If you're not using the the support ticketing section of Zendesk then the Support Topics section of content cues wouldn't have any relevant data, but I'd still expect the Articles to update and Articles to Achieve features to give you suggestions if you've got an active help center. You can see more details on those features in their individual articles (linked at bottom of this article) but the TLDR is that top performing articles are the ones that have had the most views from the last 60 days, and the underperforming ones that would potentially be flagged to archive have had no views in the last 30 days.
Hi Team
How often do Support Topics update?
Hi Dawn -
They update daily.
Hey team,
We house both our external Help Center documents for users AND our internal agent process docs in our knowledge base. As a result, Content Cues reporting includes agent process docs, so it's not as helpful to us as it could be. Is there a way to tag or otherwise filter so that Content Cues reporting won't include those docs?
Hi team,
is it possible to somehow export the list of tickets that are shown in the content cues?
Thank you!
Hello Ivana,
At this time we don't support the ability to export a list of tickets in Guide Content Cues. If you'd like your question to receive more visibility by other users, I encourage you to create a new post in the Support Product Feedback topic in our community. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
Do Content Cues fire in inactive (non-published, agent only) help centers? Or is it only in activated Help Centers?
Hello Matt Heroux,
If you mean by that restricted, agent-only Help Centres, where only the agents read the articles, it would still work based on the above principles.
However, AI relies on interaction and the more interaction you have, the better will the AI process what is going on.
Restricting the Help Centre you will have less interaction and because of that less that the AI can process, and because of that less accurate cues.
Hope that answers it.
Hi JJ - nope, I meant inactive, unpublished HCs. Not restricted. The question is Inactive vs Active.
Hello Matt Heroux,
Thanks for the clarification.
Then in such case, the content cues would not work, because we need interaction from the front-end of the Help Centre to feed data into the AI.
If the Help Centre is completely inactive, and there is no interaction it won't work.
Hope that clarifies it.
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