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. Identifying the top performing content over the last 60 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:
|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|
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 English-language Help Center articles.|
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 admin: Can view all Content Cues tabs. This is because a Guide admin already has Support Admin permissions.
Guide agent: Can view the Articles to review tab. They can't view the Support topics tab.
A Guide agent requires non-restricted agent rights in Support to view the Support topics tab.
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.)
Hi, Is it possible to exclude tickets from Content Cue recommendations? (via tag?)
We have a group that sends around a lot reference material on agent created outbound tickets. This ends up creating a lot of false positives in the content cues.
Thanks for reaching out to us! My name is Clifford from the Advocacy department and I'll be the one assisting you with your concern.
Unfortunately, there isn't a way to exclude any kinds of content at this time for the Content Cues feature. It aggregates information from all of your tickets together. I apologize for this limitation, as your workflow will produce the results you are seeing and there isn't a way around this.
That said, I encourage you to create a new post in the Guide Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions. You may also want to review the Product feedback guidelines and how to write an effective feedback post.
Please let me know if you have further questions!
Hi, I'm trying to identify what the content cue tags mean so I can understand whether they're useful. However, of the 22 cues I've found in the tag list, only 11 of them are visible in the Help Center. Is there a way to find out what the rest of them are?
Is there a way of excluding particular terms from machine learning? For example, some companies include their registration numbers in their email signature and these get included in the cues, which is extremely unhelpful. Is there a way to remove them from existing cues?
Guide admins should be able to access all information in the Content Cues. However, I'm not fully aware on what tags are you pertaining to. Can you share a screenshot of it?
As it turns out, there's no option yet to exclude particular terms in the Content Cues Machine Learning. I'd recommend creating a Community post separately for that with your use case to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that feature.
Hi, is there any way to mark a content cue "resolved" or indicate that it has been addressed, rather than just dismissing it? It would be helpful to have an archive of content cues to see if there are recurring issues and also to keep track of them.
As it turns out, content cue archives is not yet an available future. Content cues is just providing recommendation on what article needs attention. Once it has been removed from the list it will be re-evaluated after 90 days.
Are there any plans to make it possible to customise - or better, turn off - content cues in any way? I have also posted in the Community about this but nothing about this feature is useful to us.
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