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Working with articles in the knowledge base


5 strategies for building up your help center content for AI

What's my plan? Over time, the best strategy for building a solid foundation for effective self-service ...

Edited Aug 30, 2024

1 vote  ·  2 comments

1

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2

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Creating and editing articles in the knowledge base

What's my plan? Guide admins can create new articles and edit all existing articles in the knowledge base. ...

Edited Feb 07, 2025

32 votes  ·  51 comments

32

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51

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Previewing articles as you edit in the knowledge base

What's my plan? When creating and editing articles, you can preview how your article will look, even before you sav...

Edited Dec 05, 2024

0 votes  ·  2 comments

0

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2

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Using generative AI to expand and enhance help center content

What's my plan? You must have the Advanced AI add-on to use the features described in this article. Zendesk offe...

Edited Sep 12, 2024

3 votes  ·  6 comments

3

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6

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Working with attachments in the media library

What's my plan? When you attach media to an article, you can choose the file you want to attach from the me...

Edited Jul 12, 2024

1 vote  ·  9 comments

1

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9

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Attaching media to articles

What's my plan? You can attach media (for example images and documents) to your help center knowledge base ...

Edited Jul 12, 2024

0 votes  ·  12 comments

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12

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Supported help center styles for third-party document types

What's my plan? You can copy and paste content from third-party document types such as Google docs and Microsoft Wor...

Edited Jun 21, 2024

1 vote  ·  0 comments

1

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0

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Resources for reusing content with content blocks

What's my plan? Content blocks let you create content that you can share between multiple articles. This is useful ...

Edited Dec 04, 2024

6 votes  ·  41 comments

6

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41

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Creating and inserting reusable information with content blocks

What's my plan? Content blocks are segments of text that are grouped and reused across one or more articles ...

Edited Nov 25, 2024

0 votes  ·  58 comments

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58

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Editing content blocks

What's my plan? After you create or insert a content block, you can edit the content block as needed. You m...

Edited Oct 09, 2024

0 votes  ·  8 comments

0

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8

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Removing content blocks from articles and your help center

What's my plan? After you create or insert a content block, you can unlink, remove, or delete the content b...

Edited Oct 09, 2024

1 vote  ·  3 comments

1

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3

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Viewing the content blocks list

What's my plan? If you are using content blocks in your articles, you can manage them from the central cont...

Edited Oct 09, 2024

0 votes  ·  0 comments

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0

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Viewing content tags and tagged content

Content tags are descriptive terms that you can assign to articles and posts to group them by a common attribute. Yo...

Edited Jun 21, 2024

0 votes  ·  1 comment

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1

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Creating content tags for content collections

You can create content tags and assign them to articles and posts to group content by a common attribute. End users ...

Edited Jun 21, 2024

0 votes  ·  1 comment

0

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1

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Creating accessible help center content

What's my plan? Creating help center content that is accessible and easy to use by everyone, including those who rely...

Edited Jun 21, 2024

0 votes  ·  0 comments

0

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0

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Working with images in the media library

What's my plan? The media library is available on all plan levels. However, to use content blocks you mus...

Edited Oct 15, 2024

1 vote  ·  44 comments

1

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44

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About content tags

What's my plan? Content tags are words or short phrases that you can add to articles or community posts to ...

Edited Jul 12, 2024

6 votes  ·  38 comments

6

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38

Comments


Adding content tags to group related articles

What's my plan? You can use content tags in your help center articles to group and display related content ...

Edited Jul 12, 2024

0 votes  ·  19 comments

0

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19

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Managing content tags

What's my plan? Content tags are descriptive terms that you can assign to articles and posts to group them by a comm...

Edited Jun 21, 2024

2 votes  ·  3 comments

2

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3

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Allowing agents to update content blocks

What's my plan? Content blocks let you create and maintain content in one place and reuse it in multiple articles. Gu...

Edited Jun 21, 2024

0 votes  ·  5 comments

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5

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Using content blocks in translated articles

What's my plan? You can configure your help center to support multiple languages (see Localizing help center content)...

Edited Jun 21, 2024

2 votes  ·  5 comments

2

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5

Comments


Scheduling articles for publishing and unpublishing

What's my plan? Quick Look: Article editor > Save button menu > Schedule article You can schedule articles to...

Edited Feb 07, 2025

4 votes  ·  6 comments

4

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6

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Working with drafts in the knowledge base

What's my plan? On non-Enterprise plans, you can create draft articles for new content. Draft articles are ...

Edited Nov 12, 2024

2 votes  ·  8 comments

2

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8

Comments


Understanding Content Cues

What's my plan? Important: On May 1, 2025, the Content Cues feature will officially be deprecated. F...

Edited Jan 13, 2025

2 votes  ·  12 comments

2

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12

Comments


Reviewing articles to archive in Content Cues

What's my plan? Important: On May 1, 2025, the Content Cues feature will officially be deprecated. F...

Edited Jan 13, 2025

0 votes  ·  0 comments

0

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0

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Reviewing articles in Content Cues

What's my plan? Important: On May 1, 2025, the Content Cues feature will officially be deprecated. F...

Edited Jan 13, 2025

0 votes  ·  5 comments

0

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5

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Reviewing suggested support topics in Content Cues

What's my plan? Important: On May 1, 2025, the Content Cues feature will officially be deprecated. F...

Edited Jan 13, 2025

2 votes  ·  15 comments

2

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15

Comments


Dismissing Content Cues to tidy up the suggestion list

What's my plan? Important: On May 1, 2025, the Content Cues feature will officially be deprecated. F...

Edited Jan 13, 2025

2 votes  ·  9 comments

2

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9

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Verifying articles that need review

What's my plan? Quick Look: Guide admin > Manage articles icon > Needs verification Article verification let...

Edited Jan 02, 2025

2 votes  ·  31 comments

2

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31

Comments


Changing the article owner

What's my plan? Quick Look: Edit article > Article settings > Owner You can set an article owner for any kno...

Edited Jul 12, 2024

2 votes  ·  16 comments

2

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16

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