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Note: Knowledge Builder is part of an early access program (EAP). You can sign up for the EAP here.
Over time, the best strategy for building a solid foundation for effective self-service is to create and maintain a quality help center. However, if you don't yet have a help center, or if your help center is incomplete or out of date, you can use the AI-powered Knowledge Builder feature to quickly create or enhance it.
This article contains the following sections:
  • About Knowledge Builder
  • Creating a new help center with Knowledge Builder
  • Enhancing an existing help center with Knowledge Builder
  • Generating your help center content
  • Working with generated articles in your help center

About Knowledge Builder

Knowledge Builder uses generative AI to automatically create help center articles that address the most common challenges your customers face. Specifically, Knowledge Builder analyzes your Support ticket data from the last 90 days to identify your most common customer issues, then combines it with your audience and brand information (including problems that you know your customers are experiencing), to generate a new or enhanced help center.

Before creating your help center, you can review proposed article titles and how they're organized into sections and categories. You can then either accept the proposed help center structure or add more information and regenerate (up to 10 times).

When you generate your help center, Knowledge Builder creates articles in a Draft state and tags them with the "AI-generated label" so that they appear in a dedicated "AI-generated" article list in Knowledge admin.

Admins and agents with permission can review and edit the articles prior to publishing, using the Knowledge article editor.

How it works

Knowledge Builder begins by selecting your Support tickets from the last 90 days that are in English and set to “Solved.” Tickets that meet this criteria are summarized and grouped into ticket clusters. Ticket clusters are tickets grouped by common customer issues or pain points. For example, tickets from customers who want to return damaged items would be grouped together in a single ticket cluster.

In parallel with the ticket analysis, Knowledge Builder evaluates the information you provided during setup about your audience, audience problems, and business, and generates a metadata summary. It combines this metadata with the generated ticket clusters to create a help center hierarchy. The quality of this summary and resulting hierarchy is directly impacted by the level of detail you provide about your business and audience during setup. The more detail you provide, the better the output will be.

The help center hierarchy contains the article titles and categories of your help center and is displayed in the Knowledge Builder preview pane. You can review the hierarchy and regenerate it, if necessary.

Once you've approved the preview, Knowledge Builder takes the final step of producing a maximum of 40 help center articles using the titles and categories you’ve approved. You can review, edit, and publish these articles when you're ready.

EAP limitations

This early access program (EAP) currently has the following limitations:
  • Knowledge Builder can be used only once on each brand during the EAP. This means that if an admin launches the feature and creates a knowledge base, you cannot create another knowledge base for that brand.
  • Knowledge Builder can be used to create only English language articles from English language tickets. Support for additional languages is planned for future releases.

Creating a new help center with Knowledge Builder

If you don't have a help center, you can use Knowledge Builder to quickly create one from your Support ticket data and information you provide. You must be a Guide admin to create a new help center.

To create a new help center with Knowledge Builder
  1. In Admin Center, click Account in the sidebar, then select Brand management > Brands.
  2. If you haven't already done so, click Create brand to create your brand (see Creating multiple brands).

    If you're adding a help center to an existing brand, make sure that brand is active.

  3. On the Brands page, click the brand you want to set up a help center for.
  4. Click the Actions menu, then click Create help center.
  5. Click Generate with AI.

  6. Continue to Generating your help center content.

Enhancing an existing help center with Knowledge Builder

If you already have a help center, you can use Knowledge Builder to analyze your Support ticket data and suggest additional articles to enhance your existing help center. You must be a Guide admin to use Knowledge Builder.

To enhance an existing help center
  1. In Knowledge admin, click Manage articles () in the sidebar.

    Your All articles list opens by default.

  2. In the banner at the top of the article list pane, click Generate with AI.

  3. Continue to Generating your help center content.

Generating your help center content

You can use Knowledge Builder to enter the data that you want to use when generating your help center content. Although Knowledge Builder works best when you have ticket data to draw from, it's not mandatory. If you don't have ticket data, Knowledge Builder bases your help center content on the information you provide.
Note: If you've set up multiple brands, you can create a help center for each of your brands. If you've done this, you'll need to select your new brand and run Knowledge Builder again to generate articles for that brand.
To generate your help center content
  1. Open Knowledge Builder by either creating a new help center or enhancing an existing help center.
    Knowledge Builder opens with an indication as to whether ticket data is available. If ticket data is:
    • Available, then ticket data from the last 90 days will be used to suggest content based on common customer questions. All personally identifiable information (PII) is automatically redacted.
    • Unavailable, then you can still generate draft articles based on the information you provide on this page.
  2. In the What does your business do? section, enter text describing your business.

    Be as descriptive as possible and include a company website. Knowledge Builder uses your company website to obtain additional details about your business and products.

  3. Click Next.
  4. In the What do customers need help with? section, select the primary audience for your knowledge base:
    • Customers: External help centers where your primary users are your end user customers
    • Employees: Internal help centers where your primary users are employees
    • Businesses: External help centers where your primary users are your business customers
  5. In the text field, describe the questions, issues, or areas where your customers need help.

    Provide as much detail as possible.

  6. Click Generate preview.

    Knowledge Builder creates a preview of your proposed help center structure in the right-side pane. The preview includes approximately 20 to 25 proposed articles that address the most common challenges your customers face. This isn't a strict limit for generated articles. The model determines the optimal number of generated articles.

  7. Preview the proposed help center architecture to evaluate whether it accurately reflects your help center goals.
  8. (Optional) Edit or enhance the input fields, then click Generate new preview to regenerate the help center architecture.

    You can generate up to 10 new previews.

  9. Click Create knowledge.

    Knowledge Builder creates the articles specified in the preview and saves them as drafts in the AI-generated article list. Articles aren't published until you review and publish them. See the next section on Working with generated articles in your help center.

Working with generated articles in your help center

Articles created using Knowledge Builder are tagged with the "AI-generated" label and saved as drafts in your article list so that you can review and edit them prior to publishing.

Once you publish the articles, they're no longer drafts, but remain in the "AI-generated" article list unless you manually remove the "AI-generated" label from the article. If you remove the label, articles will no longer appear in this list, and you won't have a means for determining which articles have been generated by Knowledge Builder.

This section contains the following topics:
  • Reviewing and editing generated articles
  • Arranging sections and articles in your help center

Reviewing and editing generated articles

Articles generated by Knowledge Builder provide a solid foundation for your help center. However, you should to review the articles to determine whether you want to add or edit content prior to publishing. Since articles are initially saved in a Draft state, you can easily review and edit content before making the articles available to end users in your help center.

To review and edit generated articles

  1. In Knowledge admin, click Manage articles () in the sidebar.
  2. Click AI-generated to open a list of articles built by Knowledge Builder.

  3. Click any article to review and edit article content.
  4. When you're ready to publish your article, click the drop-down arrow on the Save button, then select Publish.

    Your article is published to your help center, and is now in a Published state.

Arranging sections and articles in your help center

When creating your help center, Knowledge Builder organizes your generated articles into sections within your help center. Now that you're editing articles and finalizing your help center, you might want to move sections from one category to another or move articles from one section to another.

To learn more about moving sections and articles, see:
  • Moving sections and articles in the help center
  • Reordering knowledge base content within categories and sections
  • Placing articles in multiple sections with article multiplacement
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