Understanding Content Cues (Guide Enterprise)

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11 Comments

  • Chris Plapp
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    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.

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  • Verena Baumhardt
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    So, is it only available for English sites?

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  • Brett - Community Manager
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    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!

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  • Oleksandra Marchenko
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    As a follow up to Cris's comment.
    Is this functionality gonna be available for the "Guide Manager" access role?
    Thank you.

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  • Devan
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    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.  

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  • Verity Stanford-Tuck
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    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?  

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  • Tom Richards
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    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?

     

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  • Gail L
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    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.

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  • Dawn Anderson
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    Hi Team

    How often do Support Topics update?

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  • Nicole - Community Manager
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    Hi Dawn - 

    They update daily. 

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  • Lisa Clark
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    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?


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