Zendesk on Zendesk: How we use the Knowledge Capture app

13 Comments

  • Anton Maslov

    Sorry, but approach you use to create an article is not the way recommended by KCS. KCS teaches to create articles working with tickets in order:

    • not to lose tacit knowledge
    • not to make it as some kind of "additional effort"
    • capture symptoms right away so two engineers with the same problems may find "work in progress" article and collaborate.
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  • Melissa Burch

    Hi Anton!  I'm so glad to see your comment. You are absolutely correct in noticing that we don't have 100% of our support Advocates trained to create new articles.  And you are right to highlight that this means, at the moment we don't have a "pure" KCS implementation. I should have highlighted above that our KCS implementation is still maturing and we have more items on our roadmap to complete. This includes addressing the training needs of the support Advocates who haven't yet received authoring training. We have completed a pilot in that area and are still digesting the right training approach to move forward with. So, for everyone else reading, Anton is correct, in a pure KCS implementation, all support Advocates are trained to create new articles. Have a good one!

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  • Ryan Mathews

    Really nice write up Melissa.  Thanks for sharing your KCS journey to date.  Very impressive results so far.

    We're extremely excited to see the Zendesk Support team adopting KCS internally and using the KC app.  No better endorsement for your customers than that!  

    I know there is some work left to be done in terms of your rollout.  What Phase are you in with respect to the KCS Adoption? (REF: http://library.serviceinnovation.org/KCS_Adoption_Guide)

    Thanks again.

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  • Melissa Burch

    Hi Ryan!  Thanks for reading!  Here at Zendesk in the Support Advocacy organization, we are later in Phase 2 and looking forward to getting into Phase 3.  We have lots of momentum at the moment! 

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  • Ryan Mathews

    Success begets success.  I like how you're keeping things small and using the team's momentum to expand the roles/rights of your publishers -- textbook KCS.  Well done.

    Best of luck with your Phase 2 Exit.

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  • Graeme Carmichael

    How about routine requests that are more task than knowledge related? For example, we have an internal help desk where the same end users create many tickets. There is no prospect of ticket deflection  as the user is not asking a question. Instead, they are asking fo a task to be done (create a new code for a supplier)

    There will be procedures for Agents to follow, hopefully those procedures are in the knowledge base. But cross referencing this to tickets every time does not add much value when the same agent may do dozens of these requests each day. 

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  • Melissa Burch

    Hi Graeme!  

    Thanks for reading this article and sharing your question.  

    I hope I'm not suggesting something you are already doing, if so, let me know. So, if you are still early in your KCS implementation, I'd be inclined choose to prioritize my efforts on those tickets were KCS was likely to capture that new knowledge needed to support the work your agents are doing or improve quality of existing articles. I would not ignore those task oriented tickets, but would probably set them farther down the roadmap when the higher value efforts have been put in place.

    If you have been doing KCS for a while, then it might be a nice time to evaluate these very repetitive and manual processes to identify if it is possible to automate it, or enable a more self-service approach to be implemented.  This moves the conversation into the Evolve loop side of KCS, where we start to think about how we can improve the efficiency of the organization by looking at ways we can change processes to be more efficient.  I'm a huge fan of automation and make every effort to use it when possible.

    Best of luck!

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  • Graeme Carmichael

    Thanks, Mellisa. That makes sense to me. 

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  • Chris Stock

    Hi, i'm interested in your line 'The data is captured for reporting purposes each time articles are linked.' How is the data captured and how do you include it in a report? Thanks!

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  • Jennifer Rowe

    Hi Chris,

    That data is captured in Insights if you're using the Knowledge Capture app, so you can build you own reports. There are also default dashboards, which are described here

    Hope that helps!

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  • Chris Stock

    Awesome, thanks Jennifer.  Is it possible in Explore too?

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  • Melissa Burch

    Hi Chris...here is a bit more detail on this.  When advocates use the Guide Knowledge Capture app to link articles, this creates custom fields and tags on the ticket based on workflows set up. The data about app activities is captured in a custom Insights dashboard and you can also create custom reports based off these fields.

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  • Jennifer Rowe

    Hi Chris,

    The KC app reporting is not yet available in Explore. Only Insights for now.

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