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 cues:
- Support topics: AI-powered support topic identification automatically reviews incoming Support tickets and identifies common questions and keywords. As part of this process, Content Cues tags related tickets with a corresponding Support topic ID. It's good practice to go through the underlying support tickets to understand how to better help your customers by updating or creating relevant help center articles.
- Articles to review: Identifies both your top performing and underperforming help center articles. Top performing articles are comprised of the top 30 articles with at least 10 views each. Underperforming articles are articles with 0 views each that were updated in the last 14 days. Identifying the top performing content over the last 30 days helps you 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 help center articles. |
Content Cues viewing permissions
Your role and support privileges influence what you can see in Content Cues. If you are a Guide agent or admin, you can see the Articles to review tab, because it does not rely on support permissions. However, because Support tickets might contain sensitive customer information, you must be a Guide agent or admin with full ticket access in Support to view the Support topics tab.
These are the roles and viewing permissions for each of the Content Cues tabs:
- Support topics tab: Guide agents or admins with full ticket access in Support. A Guide agent requires non-restricted agent rights in Support to view the Support topics tab.
- Articles to review tab: Guide agents or admins
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.)