Knowledge Manager Roundtable: What is your strategy for restricted content?

5 Comentarios

  • Rebecca McMurry

    This topic is very timely. Thanks for all the responses and various use cases.

  • Jack Trotti

    Expiry date and internal comments on articles would be amazing.

  • Sherri Anderson

    Excellent article, very helpful!

  • Heather Cook

    How do you deal with Agent only content? Content that can help Agents solve Customer issues, specifically if an Agent was new and didn't know the procedures.

  • Jennifer Rowe

    Hi Heather!

    Good question. Here at Zendesk, we have an internal knowledge base, restricted to agents only, that contains policies and internal procedures. It's a category with several sections, organized by topic. I think a lot of Zendesk customers have iKBs like this for the agents.

    Hope that helps!


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