Reviewing articles in Content Cues

Return to top

5 Comments

  • Sally Anne Dishong

    Maybe I'm missing something...but how is the "Update" content cue data different from looking at the most viewed articles in reporting over the same period (e.g. last 60 days)?

    0
  • Dane
    Zendesk Engineering
    Hi Sally,
     
    The Content Cues will give you an overview of the articles that needs to be updated or archived using our AI technology. Unlike the most viewed articles in reporting, it will also provide recommendations and the reasons why it thinks the article needs to be updated.
    0
  • Sally Anne Dishong

    Hi Dane,

    Thank you for your response. In my three Help Centers, the articles that are being suggested for updates contain only a reason based on number of views. For example: 

    This article has received 299 views in the last 60 days. Try updating it to make sure it's up to date and accurate.
     
    Cue created
    last year
     
    So I have a couple more questions:
    1. Is there more information other than the number of views we should be getting on Content Cues suggestions for article updates?
    2. If the cue was created "last year" are the views in the cue from that time period (one year ago) or the current time (actual last 60 days).
     
    1
  • Elizabeth Brown

    Hi Zendesk team,

    My question is similar to Sally Anne's: why is Zendesk suggesting I update an article based on the number of views in the last 60 days?

    Customers are viewing the article, therefore it needs updating? 

    Is there an assumption that somehow, if an article gets a lot of views...it's got a mistake in it?

    This suggestion feels like it mistakes correlation with causation. 

    Can someone please expand on the connection between number of views, and reviewing the content?

    0
  • Dane
    Zendesk Engineering
    Hi Elizabeth,

    The rationale behind it is if customers are using the article often, we need to make sure that the contents of that article is still relevant or up to date. This normally applies to software related "How to" articles that needs to be updated from time to time depending on the version of it.
    0

Please sign in to leave a comment.

Powered by Zendesk