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Christina hernandez

Joined Sep 02, 2022

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Last activity Nov 08, 2024

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ACTIVITY OVERVIEW

Latest activity by Christina hernandez

Christina hernandez commented,

CommentWorking with articles in the knowledge base

This article or KB doesn't tell us the basic logic of how Articles to Review actually works. It's confusing that it shows us the date the cue was originally created because some of mine are 2+ years old. But sounds like these cues are re-evaluated every 90 days, and if there was some activity/editing on the article, then it prompts this cue again? And then it disappears 30 days from the date last updated? My brain hurts. Can you please explain this clearly and don't make me think?

View comment · Edited Nov 08, 2024 · Christina hernandez

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Christina hernandez commented,

CommentUsing content publishing flows

Question. We have a rule in place to verify articles with a frequency of 1 year intervals with no filters applied. Any new articles I create have no verify/unverify button to select, but the 1 year rule is in place. So, at what point will my brand new articles be unverified? On the Created Date 1 year from then, or on the first Published Date 1 year from then? What's the starting point? 

View comment · Edited Jul 26, 2024 · Christina hernandez

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Christina hernandez commented,

CommentSelf-service best practices and recipes

Hi, as Alexander Hughes mentioned above, it would be great to have a Help Center feedback form on the actual article page, rather than sending users to a new page/form. The main issues are: 

-The “Please tell us why” link is easy to miss

-Users likely won't take the time to go to another page and fill out an entire form on why the article wasn't helpful. It's just too much work.

-The form itself is called “Submit a Request” which can easily be confused with submitting a request for help rather than simple feedback on an article. 

Please update your article feedback format so it's easier for users to leave feedback with less steps/work. Right now, the only way to accomplish this is by purchasing an app integration like Swifteq that does it for you (like image below). 
 

View comment · Edited Jul 18, 2024 · Christina hernandez

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Christina hernandez commented,

CommentWeb Widget documentation

Hi Destiny Thanks for your response. The link you provided to developer resources doesn't work, can you please repost? 

View comment · Posted May 14, 2024 · Christina hernandez

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Christina hernandez commented,

CommentWeb Widget documentation

We have added messaging to our help center page article_page.hbs using the Web Widget snippet. However, we didn't want messaging to appear on every article page, just on select ones. I don't see any recommendation for how to do this. I only see that we can add it to all pages or create an allowlist for specific subdomains. 

The workaround we came up with is we created an article template page that's an exact copy of the article_page.hbs, but it has the messaging snippet code on it. Then, we apply this template to any article where we want chat. 

My questions for you are: 

  • Is our workaround okay or will it cause issues with the messaging/chat functionality?
  • Is there a better way to apply messaging widget to select articles?

 

View comment · Edited May 13, 2024 · Christina hernandez

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Christina hernandez commented,

CommentTicket management

Questions regarding reusing existing brands. 

  1. What's the best practice for setting up new brands? Is it okay to reuse/rename an existing brand or is it better to always create a new brand in Admin Center? Are there any repercussions or complications with reusing an existing brand?  
     
  2. I ask because we mistakenly reused/renamed an existing brand and followed the host mapping procedures. Everything looks great, except that the Help Center is still reflecting the old brand's name in the Title Tag in and in the Breadcrumbs. How can I update the brand name in these locations? 

View comment · Edited May 02, 2024 · Christina hernandez

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Christina hernandez created a post,

PostZendesk WFM EAP - Create Combined Workstreams

So, we're in the process of completely re-doing our Help Center site hierarchy (categories and sections), as well as launching a brand new theme. I've created new categories and sections as drafts, but how do I move all my existing Zendesk articles into their new sections without disrupting my live Help Center? I don't see any information on how to restructure your Help Center taxonomy in preview or draft mode without modifying your production site. What's the easiest way to do this without APIs or developer resources? 

Posted Mar 26, 2024 · Christina hernandez

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Christina hernandez commented,

CommentWorking with articles in the knowledge base

+1 to everything Jeff Michaelis said. We need to be able to see and report on: 

  • Date of last verification
  • Date of next verification
  • Who verified the article 

This is important to those of us who manage the content audit and need to plan for the future. We need to be able to see how many articles will fall into an unverified status at any point in time throughout the year. We have rules set up to verify higher priority articles every 3 - 6 months, and others 1x per year. At this point, I can't tell when ANY of my articles are up for verification again in Zendesk, so I have to manually keep a spreadsheet with dates to know what to expect next year. Getting an email right before the article verification expires is insufficient. 

Additionally, I may have verified an article 2 months ago but due to product releases, go back and fully revise the article, then re-verify it. That will change my next verification date. I shouldn't have to manually keep track of these dates. 

View comment · Edited Nov 15, 2023 · Christina hernandez

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Christina hernandez commented,

Community comment Q&A - Chat, messaging, and widgets

This is helpful, but we want to be able to pull the page view data in a report. Not dig through individual tickets. How can we pull data on the page the user was on when they opened a ticket without going through each ticket?

View comment · Posted Sep 26, 2023 · Christina hernandez

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Christina hernandez created a post,

Post Q&A - Chat, messaging, and widgets

We are using the messaging Web Widget on our Help Center pages. We want to capture what article / URL the user was on when they opened a ticket from the messaging widget so we can determine which articles require updates. How do we do this?

Edited Sep 26, 2023 · Christina hernandez

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