Managing content blocks in articles

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9 Comments

  • Casey Birkholz

    Agree with needing a central repository. I want to change the title on some blocks but they are tied to 17 articles - and it says it will "update" all articles, which means they will be put in an "In progress" status - so I will need to publish all of them, even though no content is actually being changes. ***UPDATE: This is not actually a bad thing - see my comment below from 3/4/2021***

    Also would love to have text color options, underlining, etc. right there but if I could just have an HTML editor for each block that would be better actually. 

    Looking forward to images!

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  • Katarzyna Karpinska
    Zendesk Product Manager

    Hi @...

    Thank you for your feedback. We also have an EAP Community here in case you'd like to engage in a discussion with other EAP users :) 

    The central repository is on its way and should be available this spring. Unfortunately, the experience you are describing when changing the title of content block puts it in the "In progress" state will remain for a while. But we hear you and other feedback in that regard and will be working on it later this year. The same applies to the formatting options in the CB editor.

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  • Casey Birkholz

    Upon further review, I don't think updating Content Blocks is an issue - I just think these points need to be made clear to users:

    1. Updating title of Content Blocks: You get a message that says all articles with that block will be updated so I assumed they would all remain in a draft state. However, they were not actually updated, and since the articles "know" you don't need to save or publish if there were no actual content updates, I did not actually need to publish any of the articles using the blocks when I changed the titles. I think we just need to have that pop-up message removed or changed to avoid confusion. 
    • At first, I thought it was bad to have to publish after content blocks are updated but 2 factors changed my mind: 1) What if you need to make other updates prior to publishing? Not having that option would be worse. 2) It is super easy to filter by your recently edited articles, then you can click the box at the top to publish up to 30 articles with just a couple of clicks - problem solved! :) 
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  • Cailee Rye

    Hi! We are super excited about this feature.

    We have run into an issue though! When updated a content block, our understanding is that all articles would automatically update. While this is true, all of the articles with the content block in them are moved to "In Progress" and we must then go to every single article and publish the update. 

    This really seems to defeat the benefit of having a content block in articles to save time. Is there an update coming for this??

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  • Katarzyna Karpinska
    Zendesk Product Manager

    Hi @...
    I'm happy to hear that you are excited about the content blocks' functionality.

    As you rightly observed at the moment content blocks are closely following article publishing workflow, which means that if they are updated the articles that contain them move to "In progress" state and have to be republished for the change to be visible in Help Center. Hopefully, the recent addition of a content block list allows to easily see the articles that blocks are being placed in, the bulk publishing in the article list should also make the task of republishing slightly easier.

    In the future, we plan to separate content block and article publishing workflows so that the changes in the blocks won't be impacting the states the articles are in. We will start working on it as one of the first improvements after the content blocks launch.

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  • Darcy Peters

    Do you have any word on when you might add images, by chance? I've started creating part 1, part 2, etc. of content blocks with the same subject so I can insert images in between. Since there's no notes functionality, I'm having to remember which images go where. 

    I really look forward to a potential addition!

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  • Katarzyna Karpinska
    Zendesk Product Manager

    Hi Darcy Peters

    We'll start working on adding images to Content Blocks at the beginning of 2022!

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  • Anna

    Hi guys,

    This is a great feature; however I was under the impression that once we edited the content block, it would update and publish across all Knowledge Bases. As mentioned by Cailee, all of the articles with the content block in them are moved to "In Progress" and we must then go to every single article and publish the update. 

    This defeats the purpose of streamlining the content. As someone who runs 25 Knowledge Bases, it would be great if we could develop a function to "update and publish" all in one go.

    Can you let us know when something like this will be rolled out?

    Thanks!

     

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  • Katarzyna Karpinska
    Zendesk Product Manager

    Hi, 

    Solving this problem is definitely on our minds, but unfortunately, I don't have any timelines just yet. 

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