Understanding Content Cues (Guide Enterprise)

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. Then, it compares this information to your existing Help Center content and provides suggestions on what information you may want to add or update, as well as labels you can add to your articles to improve your customers’ search results.
• Articles to update: Identify top performing Help Center articles over the last 60 days, helping you to ensure top performing content is relevant and up to date for the biggest impact.
• Articles to archive: Identify underperforming contents giving you the opportunity to either improve or archive the content if it's no longer relevant

This article covers the following topics:

• Requirements and limitations
• Content Cues viewing permissions
• Opening the Content Cues Guide admin page

Related articles:

• Reviewing articles to archive in Content Cues
• Reviewing articles to update in Content Cues
• Reviewing suggested Support topics in Content Cues
• Dismissing and resolving Content Cues

Account requirements

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 1 reply and a maximum of 7 replies from either email, API, or webform
• Have at least 5 English-language Help Center articles

Additionally, the user activating Content Cues must be a Guide Manager 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 Manager: can view all Content Cues tabs. This is because a Guide Manager already has Support Admin permissions.
• Guide Agent: can view 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

1. In Guide, click Guide admin at the top of the page, then click the Manage articles icon ().
2. Under the Lists tab in the left navigation, click Content Cues:

   

This opens the Content Cues page. The page includes three tabs, each displaying information to assist you with your content planning:

• Articles to Archive, which lists articles in your Help Center with the fewest recent views.
• Articles to Update, the most commonly-viewed articles.
• Support Topics, which includes topics pulled from commonly-mentioned in Support tickets.

For more information on these options, see the related articles listed at the top of this article.