Creating, Flagging, and Publishing with Knowledge Capture Oh My!

16 Comments

  • Dan Cooper
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    Our reporting is really simple now.  Our biggest challenge has been with adoption.  We've gone through probably 3-4 relaunches of KCS in Zendesk.  Early on our challenges were in the technology.  We had very complex processes to get knowledge created and we tried too hard to be fully KCS compliant.  We learned that it's okay to do some of it and to move really slow to get it right.  It helped our team get more involved and didn't push expectations onto the team too fast like we did in earlier attempts.  The Knowledge Capture app also makes it so much easier in Zendesk to manage our workflows.  It's not perfect, but it's much better than we had a few years back when we were really trying to hack the system to work for us.  

    As I said before, we look at link rate, flag rate, and create rate.  I also have service levels for Knowledge Articles that I watch, but I look at that as an equal to our other tickets so I roll that into an overall SLA score.  Link Accuracy is next for us.  Aside from Link Accuracy, the new reporting with the KC app appears to be influenced by some of our feedback on what we look at, so for my team it has the metrics we were looking at from the agent level. 

    We also look at article usage.  Which articles have the most links, or which section has the most links.  This is good information to help drive where to focus attention for proactive work.  However, we are still new in this space with our workflows and do have some opportunities here.  I'd love for a built in view metric to help us out here.

    In the future we may look at going beyond link accuracy and digging into an Article Quality Index which should include content standard, style guide, etc.  However, we are okay going slow for now.  It helps that most articles are internal to us.  If we had a huge need for external content, we'd likely need to move faster on improving workflows and grading in those spaces.  I don't know that I'd ever expect reporting direct from Zendesk at this level, once you get into quality the variations are enormous and no one does it the same. However, I could see workflows where "quality" tickets are created with links to an article or ticket to review.  Then we could pull those tickets and the fields within for a quality score.

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  • Jennifer Rowe
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    Daniel, you are amazing! Thanks so much for sharing this.

    I'm sure it'll be helpful to other users who are setting up the app.

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  • Anton Maslov
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    Daniel, what about detaching articles? Or how do you proceed in this scenario:

    1. The agent finds some symptom, but there is no article for this, so he created a new one.

    2. Later agent finds additional symptom and existing article, that is being linked to the ticket. 

    How you proceed in such cases? 

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  • Dan Cooper
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    We link multiple articles as needed and don’t fret the incorrect links on most tickets. In many cases those articles were used by our agent, even if it wasn’t the “true” answer.

    We recently launched a link accuracy initiative to review a random sample of tickets for each agent and we build a score per agent from that sample. This is mostly manual but we feel it’s important to do the process right, and while we can’t check every ticket, we can sample and get an idea on if we need to train more or not. We literally are at our first review stage for this so we haven’t scored the first batch, but our goal is to identify opportunities and coach towards reducing the gap of inaccurate links.

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  • Zac
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    This is really helpful, Daniel. Thank you!

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  • Jennifer Rowe
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    Maybe you'd like to share your workflows as well, Zac!? :)

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  • Anton Maslov
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    Just some part of how QA works in our case:

    We are following RQI principles to evaluate agents activity in KCS, that includes Link Accuracy, Participation, we also check article across style guide and content standard. We use PlayVox module for that and tags to distinct and review tickets with new/known articles and tickets without articles. I can describe it in details if it someone would need it.

    2 Daniel: could you please describe reporting more: reports example and how you analyze them, how it helps you. That's the most interesting part I believe :)

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  • Ryan Mathews
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    Thank you Daniel.  This is very insightful.

    As a fellow KCS advocate, I thank you for helping forge a way ahead for the methodology in Zendesk.  We're in the early phases of an Adoption (about to launch our Wave 1 team) and clearly have benefitted from your expert feedback for the Knowledge Capture App.    

    Hopefully, we'll see Guide KCSv6 certified one day.  We're clearly headed in the right direction as a community.

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  • Dan Cooper
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    Glad it’s helping Ryan!  My team is a customer of our Knowledge Management team within our own organization so we work closely with them to refine our process.  We have other knowledge bases internally for different teams and my team is the primary driver for the methodology in Zendesk and we’ve had to learn a lot.  We are also a small team which can make some of the adoption harder because we don’t have the advantage of scale.  Even having 10 people that really WANT to do KCS in a large organization can be huge.  For us 10 people is what we have to work with so adoption and doing things right this time is really important for us. 

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  • Cale Shapera
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    Nice post! Thanks for sharing your implementation details, Daniel.

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  • Deepa Daniels
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    Great insight Daniel, thank you for sharing! 

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  • Geoff Williams
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    Some great insight, but this article does not indicate how to set up flagging for new articles. I've been able to successfully test ticket generation for feedback on existing articles, but not for new articles altogether.

    How can I set this up so a new article generated using the KC app generates a ticket, and saves the article as a draft until an admin can review and publish?

    Thanks!

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  • James Sanford
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    Hey Geoff!

    If you'd like to have your Agents suggest new articles be created we would recommend creating an article template for that.  Within that article you can list the information that you're asking for those Agents to provide as the foundation for those articles which your team can fill out in the same manner as they would when flagging an existing article for review.  

    Your team can then route the flags from that Request Article Creation template to the appropriate team to have them work on creating those initially. 

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  • Dan Cooper
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    Hi Geoff,

    I've switched careers since I originally posted and am not using Knowledge Capture in my new role (yet).  However, if I'm understanding you correctly you are looking for a ticket to be created on new article creation from the app.  This was a feature that I would have loved as well, and when I inquired about it a few months back I was told that it wasn't on the roadmap. I suspect there are other goals to add article workflow components into Guide which in the long run could be better than a ticket based system which I can understand.  I was part of an earlier beta of the Knowledge Capture app that did have the ticket functionality for new articles and can attest that it was very useful for our workflows.  If Zendesk can pull off a full article workflow in Guide, I'm all for them taking the steps to do so.  

    In the short term, I think you'd may be able to implement a workflow with your admin to review the Manage Articles section of Guide for new draft content and review/publish regularly.  

    I also am intrigued with James idea.  It may be worth looking into flagging the template for a new article.  That is something I probably would have sunk some time into assessing that for us if I was still working in an instance that had Knowledge Capture.  

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  • Bethany Sponseller
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    Thanks for the great information, Geoff.

    Can someone explain the steps for flagging an article or point me to an article that has the steps? My searches have brought up articles that talk about flagging, but so far I have not found one that explains exactly how to flag.

    TIA

      

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  • Jennifer Rowe
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    Hi Bethany,

    Here's the article with steps:

    https://support.zendesk.com/hc/en-us/articles/115012508367

    Let us know if you need anything else.

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