Suggestion on Content Block improvements
Hi,
Our teams are trying to implement content blocks into our KB articles, but we are running into issues. These are some suggestions we have for improvements to make CB's more useable:
- Content blocks must be enabled on each and every article. It would be nice to have a global setting to enable or disable overall. Then, we can disable on individual articles if needed.
- If an agent tries to modify a content block created by an admin, there is nothing to stop that. We would like to see an auto notification be sent to the admin who created the content block in the first place and possibly a notification sent to the author of the article whose content block is being modified.
- When you place your cursor inside an article to insert a content block and then insert the block, the UI scrolls to the top of the article. It would be nice to keep the UI in the position of the cursor so we can see the block was inserted properly.
- In Guide admin there is no way to search for all articles containing a particular content block. We have to go to the Content Blocks filter so see the list of blocks. Then, when you click one it shows a list on the right of all articles containing the block. Problem is: If we have 7,000 articles that use the same block, we have to scroll thru them. Would like a paginated list of results.
- If we want to do a bulk change (eg: remove a content block from a series of articles), we have to do the removal one at a time. That's a huge time committment to do the removal. Add a bulk action to do this.
- We would like the ability to not only have an admin manage the content blocks, but also allow for our KCS coaches to manage them. At this time, only admins can see the content blocks in Guide Admin.
- Add a way to restrict editing of a content block to not only admins but others: eg: kcs coaches, or KCS III agents. Content blocks at this time can be edited by any agent causing content block management issues.
- Allow for Internal vs external content blocks - we may have internal comments we want to share on public articles. Right now all content blocks are public and visibility is restricted by who has access to the articles. We have a need to publish public articles but add internal comments to these articles.
- We added content blocks (ariticle feedback link) to our article templates that appear in Knowledge Capture and Agent Workspace --> Knowledge. However, when a new article is created the article feedback link appears but it is NOT in a content block. That defeats the purpose of a content block!
I hope Zendesk will make some or all of these changes to make content blocks more manageable and useable.
Thx
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Thanks for all this feedback, Mary!
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Hi Mary Paez,
Thank you for your feedback, it's so great to hear how content blocks are being used and what is missing. I'll try to address your comments one by one here, but I'd also like to invite you to check out this post, where I've published our roadmap for Knowledge Management in Guide and where you can track our upcoming and current initiatives.
- Having content blocks enabled immediately on an account level is our ultimate goal. It's not possible right now from the technical perspective but we are tirelessly working towards this goal. We are planning to incrementally improve the current situation this year by e.g. making sure that all the new articles have content blocks active on them from the beginning.
- That's an interesting point. I'll take note of that.
- This doesn't seem right. Would you be able to share some more information, I suspect it could be a bug.
- Generally, we'll be improving the experience of managing content blocks throughout the year, as well as how they are interacting with articles and article lists. Already now we are working on redesigning the sidebar in the content blocks to make it easier to see all the articles and translations in which CB is placed.
- Noted. And falls under improvements in the management of content blocks that I've mentioned above.
- & 7. & 8. We have plans for introducing separate management and visibility permissions for content blocks. We just need to complete some other work first :)
9. At the moment content blocks don't have a separate API that would allow other applications (like KC app) to retail their reusability. Wea re thinking about closing this gap sometime in the future.
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Has there been a consideration to add verification rules to Content Blocks? While we have the ability to do this on an article it would be good if we could trigger a review of the Content Blocks separately.
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We have not considered adding verification rules to Content Blocks just yet. Could you tell me more about the cases you'd like to use them?
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To Rachel's point of having verification rules on Content Blocks, we would find this helpful. When we have legal warnings that may be used across several articles, a verification rule on that warning would be helpful to check for any updates that may be needed.
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