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Patrick Morgan

Joined Apr 15, 2021

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Last activity Dec 09, 2024

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ACTIVITY OVERVIEW

Latest activity by Patrick Morgan

Patrick Morgan commented,

CommentGetting started with Guide

Is there any information available on industry benchmarks for Self-Service Score? I can always say that a bigger ratio of Sessions in my KB to Users submitting tickets is better looking month-over-month, but it would be useful to see how my company stacks up to others like it. 

 

(Stakeholders generally don't love seeing a number on a dashboard and having to ask “is that good?” :-P )

View comment · Posted Dec 02, 2024 · Patrick Morgan

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Patrick Morgan created a post,

Post Feedback - Help Center (Guide)

As far as I can tell, the only place to see which article template is in use for an article (or to choose the article template for an article) is from within the article editor itself.

 

I have a Knowledge Base that has significant customizations done in different article templates. I don't want to have to open each and every article to see which template is in use. 

  • I'd like to be able to either pull that information from an API request or see what template the article uses in a column that appears in the article list table. 
  • It would also be great to set the template through the API (or through bulk actions in the article list table) as well.

This is especially important over time to quickly confirm that the correct templates are in use for the relevant articles.

Posted Nov 04, 2024 · Patrick Morgan

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Patrick Morgan commented,

Community comment Feedback - Help Center (Guide)

View comment · Posted Sep 26, 2024 · Patrick Morgan

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Patrick Morgan commented,

Community comment Feedback - Help Center (Guide)

Adding my vote for this. Being able to filter by section (even if by just one level—no nested subsections) would be valuable. We organize content for different products by category, so users can easily filter to see only the articles that apply to the product they have questions about. But then they have to hope their query gets them close enough to the right article, because there's no way to further winnow down to the relevant results.

View comment · Posted Sep 10, 2024 · Patrick Morgan

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Patrick Morgan commented,

CommentEnd-user guide for Help Center

Any update on when ZD anticipates a wider non-EAP release for generative search? And any expectations for how pricing/packaging works? I'd hate to roll this out to users only to have to roll it back because we don't want to pay for the  whole Advanced AI Add on :-/

View comment · Posted Sep 10, 2024 · Patrick Morgan

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Patrick Morgan commented,

Community comment Feedback - Help Center (Guide)

Big cosign on this. We have images, fonts, js files all living in the same folder. I'd love to be able to organize at least the js files under a folder structure

View comment · Posted Apr 04, 2024 · Patrick Morgan

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Patrick Morgan commented,

CommentUsing themes and customizing your Help Center

I tried to edit the HTML code in a content block (only trying to add two special characters not supported by the WYSIWYG editor). After saving, all the content in the content block was converted into the HTML block and is no longer editable in the WYSIWYG editor. Is this expected behavior? I have no control over what content gets put in the HTML block. 

View comment · Posted Mar 27, 2024 · Patrick Morgan

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Patrick Morgan commented,

CommentWorking with articles in the knowledge base

Is there a way to remove (or delete) content blocks in bulk? I have a content block in 80+ articles—am I doomed to edit each article, removing the block from each? 😬

View comment · Posted Jan 08, 2024 · Patrick Morgan

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Patrick Morgan commented,

Community comment Q&A - Help center and community

If you have any comfort with basic HTML, you can use an "anchor link" to accomplish this. Here's a nice tutorial.

If you're not comfortable with poking around in the code editor, you can consider using headings in your content to your advantage. You create links to specific headings using the Insert/Edit Link form in the guide editor.

View comment · Posted Aug 09, 2023 · Patrick Morgan

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Patrick Morgan commented,

CommentUsing the knowledge base in Help Center

I'm wondering why I would show different totals for articles for the "All Articles" list filtered for Published articles (419) and using the "Published" list (440). I shouldn't have any published content in other languages, so I'm trying to understand the difference.

(If it helps troubleshoot, it appears as if the published articles pulled through the API reflects the same count as the All Articles list (419)

View comment · Edited Aug 30, 2022 · Patrick Morgan

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