Guide: Knowledge Management roadmap

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  • Dan Ross
    Community Moderator

    Huge respect for sharing a public roadmap! This is how it should be done and gives us more confidence when trying to prioritize the projects facing our Content teams. 

    Thank you for sharing this!

    10
  • Jonathan March
    Community Moderator

    Wonderful, Katarzyna Karpinska!!!!! 

    Might we hope for such a roadmap for Support?

    3
  • Simon Blouner
    Community Moderator

    This is so nice!

    Please adapt this approach in the rest of the Product Teams as well :-)

    2
  • Brett Bowser
    Zendesk Community Manager

    Hey everyone! 

    Glad the roadmap is something you want to see more of :) We're currently chatting with other teams to see if this something we can adopt across the board with our products. 

    Huge shoutout to Katarzyna Karpinska for helping trial this integration! We'll keep you all posted as more roadmaps become available.

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  • Konstantine Fioretos

    Thank you very much for making these available. I went ahead and commented on each and every thing on there to show how much I appreciate getting insight on what is coming. Some of these are critical functionalities that we desperately need, so kudos for making these happen. 

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  • Tony Maninha

    Thanks for sharing your KM Roadmap.
    I do see a ton of Content Blocks stuff but no article templates features that are extremely important to have.
    I hope you guys can focus on enabling KCS features that will enable the KM process to be more efficient. Lots of lipstick but no real features that enable the KM KCS to be more efficient.
    Do you guys have anything in mind around KCS, templates, enabling the content in a Case be transferred to a template without copy/pasting?

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  • Zoe

    Are there any timescales for these items? Would be great to see some new and very much needed features in Zendesk Guide.

    0
  • Katarzyna Karpinska
    Zendesk Product Manager

    Tony Maninha

    Thank you for your interest in our roadmap. We are not working on templating right now but I'd be very curious to hear about your case. Would you be so kind and leave your feature request in our Community?

    0
  • Katarzyna Karpinska
    Zendesk Product Manager

    Zoe Darrah,

    It's really hard to talk about timelines in product development. As a rule of thumb, features in progress should be delivered anytime in the next (rolling) 9-mo. Similarly Planned features will be picked up in the next (rolling) 9-mo. Features under consideration don't have a timeline yet. 

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  • Tony Maninha

    Katarzyna Karpinska,
    I am really surprised that you don’t know the use case of using the templates in knowledge management being part of best practices.
    The knowledge app allows you to create an article from a case by selecting an article template, however, you have to copy and paste the Case notes.

    • Let’s be really efficient and complete this INCOMPLETE feature - create a KB article from a case, select the proper template, and transfer automatically the case notes without copying and pasting.
    • Allow creating an article from scratch by using the templates created without copying and pasting the format.
    5
  • Joel Sandi

    ☝🏾☝🏾☝🏾☝🏾All of the things Tony says above!

    There are some very basic efficiency drivers common to other knowledge platforms (including those packaged with CRM and ticket management) that ZD Guide seems to be not only slow in delivering but somehow still be unclear on the value of. As an organization looking to implement KCS but also just run a scalable and effective self service program, things like this make it more and more difficult for me to internally endorse Guide (and, by extension, Zendesk) as an enterprise-level solution.

    3
  • Tony Maninha

    Joel,
    It looks like Zendesk let go of the developer that was working on these features and left half of the work to be done. In order to shave major time from Support Agents to create Knowledge Content, these features need to be enabled:

    Please do not disable the business from companies that are using your product!!!

    2
  • Katarzyna Karpinska
    Zendesk Product Manager

    Tony Maninha

    Once again thank you for your feedback, after reviewing it we decided to consider KCS feature for development. I'm looking forward to hearing from other Guide users as well :) 

    1
  • Tony Maninha

    @Katarzyna Karpinska that’s great news!
    Would you mind to be more specific on what features you guys are looking at?

    1
  • Konstantine Fioretos

    Just FYI Content Blocks allow for content reuse and single-sourcing so they are highly useful. The feature set is not there yet, but claiming that "they do not enable the business" is a bit shortsighted. It might not be useful for some, but it is useful for others. 

    0
  • Tony Maninha

    I understand that Content Blocks might be useful but Zendesk is putting a tremendous amount of effort on enhancing it leaving basic KCS features out!
    I am sure that Content Blocks has its place.
    Transferring content from Cases and populating automatically the KB Template of choice is a pretty basic one eliminating the copy and paste hassle as an example.
    I have worked with Zendesk in the past to develop certain KCS features that have been implemented and then removed from Zendesk - that alone leaves me puzzled.
    The lack of understanding of the needed KCS features in Guide by Zendesk PM’s is quite trouble some.
    If you guys need help on what’s needed WE can help and there more users here that could give some really valuable advice.
    Salesforce, BMC Remedy, ServiceNow already have it and they always have enhancements around KCS in their roadmap.
    Zendesk would have a major advantage if KCS would make it to their roadmap.
    My advice would be the ability to pick what fields in the Case can be mapped out to the KB Templates so the resolution notes or troubleshooting steps can be transferred for starters.

    1
  • Konstantine Fioretos

    Tony Maninha

    My assumption is that there is a lot of effort to enhance CB because they are not fully fleshed yet (being unable to retain HTML styling, or use images, tables, etc comes to mind). Looking at the roadmap it seems a lot of effort is being placed to make sure this feature lives up to its initial potential.

    I am actually happy to see you got your KCS request on that roadmap (good on you Katarzyna Karpinska for listening to your user requests!), but claiming that your needs are every user's needs seems like an overreach.

    I for one would prioritize other things in that roadmap over KCS. I'm sure that the majority's needs will be prioritized - hence I'm happy to be able to see this roadmap and vote on it.

    1
  • Tony Maninha

    Konstantine Fioretos

    KCS is the foundation of any successful support organization and highly advise you to take a deeper look at it:
    https://www.serviceinnovation.org/kcs/ 

    Also, read the posts of Joel Sandi on this thread... Words of wisdom...

    Overview of KCS
    KCS is a rich methodology that enables users to create and maintain knowledge within an organization. The Consortium for Service Innovation has created the KCS methodology and maintains it. The KCS methodology is as follows:

    • Create knowledge as a by-product of solving incidents.
    • Collect available knowledge in a comprehensive knowledge base.
    • Reuse existing knowledge before creating new content, leading to the evolution of knowledge as per the need and usage.
    • Encourage users to collaborate, learn, share, and improve knowledge within the organization.

    By adopting the KCS methodology, you can promote knowledge management best practices within your organization. For detailed information about the KCS methodology, see the KCS Practices Guide.

    If you are not doing KCS you are not doing an effective effort on Self-Service and best practices in Knowledge Management.

    My advice to Zendesk is to make a goal of becoming a KCS (V6) verified product, Knowledge Management and KCS as a whole can provide features to improve knowledge, such as article quality reviews, in-context knowledge capture, and feedback management.

    Being a KCS Verified Product is something to brag about and will increase sales and will have customers return to your solution because you did not offer any KCS or good Knowledge Management best practices before.

    Some suggestions:

    • Article quality index for knowledge management:
      Assess the quality of knowledge articles with the article quality index (AQI). The AQI helps maintain the consistent quality of knowledge articles attached to a knowledge base where articles are written by various authors.
    • Managing KCS article states
      Manage the readiness of KCS articles and comply with regulated information using KCS article states.
    • Enable creating an article from a customer service case (this feature is severely incomplete)
      You can enable authors to reuse information in a case by copying case details into an article template. Use the pre-defined customer service source case table to article template target table configuration or create custom configurations between the two tables to copy information from a case to an article.

    Ah! Please do not forget the KPIs on these asks either!

    Let me know if you need more information about these asks...

    2
  • Kirsten Flores

    Hi Katarzyna Karpinska - Would Federated Search-related improvements be on this roadmap if considered or planned? I had seen some talk of including Federated Search resources on the Wed Widget, etc. on other community posts, but didn't see anything related to that here. 

    0
  • Katarzyna Karpinska
    Zendesk Product Manager

    Hi Kirsten Flores

    Yes! I'm working with my fellow PMs to extend this roadmap to other areas in Help Center as well :) 

    0
  • Ryan McGrew
    Zendesk Product Manager

    Hey Tony Maninha,

    Firstly thanks for the enthusiasm and engaging on the thread. Part of what we want to get out of putting our roadmap out here is elicit this type of discussion. I just wanted to provide a little context as well. We've got lots of customers with lots of needs and who perform the act of knowledge management in different ways for different goals. Like any software company we're trying to set priorities that align with customer needs and the resources we have to execute on those priorities. We've heard again and again from customers that manage duplicate content (snippets of text, full articles, images, other assets) is their biggest pain point as they scale their operation and so that's why you see so much of that here in this roadmap. I will also point out that this is not yet the complete Guide roadmap, we'll be expanding this to include other functional areas as well to give customers a fuller picture of the features we're working on. And just to make it clear, there's a lot of work that just isn't feature related and is focused on scaling, architecture, etc. that won't feature on this roadmap.

    That being said, we're definitely aware of customers using KCS practices and the KCS methodology. I've performed a self assessment of Zendesk against the KCS Verified/Aligned work sheet and we definitely have gaps like you've called. I'm working with the team to evaluate those and we'll make those available here as part of that roadmap. You can see Katarzyna Karpinska has added an item above for the transfer of comments in the article creation workflow. I can also tell you that from the data and feedback we have this workflow is not key for a lot of our customers.  It's of course a chicken and egg problem, where improvements to the workflow could increase overall usage. What I can commit to you is that we will continue to look at these and take customer feedback and prioritize accordingly. 

    Thanks!

    3
  • Tony Maninha

    @Ryan McGrew
    Hello Ryan,
    I really appreciate your answer.
    You are right on, different customers have different KM approaches.
    The functionality existed for Knowledge transfer and then it was removed…
    I’m please to hear that you guys are working on developing some of those features that will cover those KCS gaps.
    If I can help in way yours guys efforts feel free to reach out.

    0
  • Konstantine Fioretos

    Ryan McGrew

    "We've got lots of customers with lots of needs and who perform the act of knowledge management in different ways for different goals."

    Thank you.

    Again, I can attest to being able to see this roadmap being a healthily positive move on Zendesk's side. There has been a lot of discussion around our toolset, and it has been extremely fruitful to be able to bring your future plans to these discussions as we are optimizing our knowledge base, and scaling for the future. Knowing what is coming helps assess things.

    I don't expect Zendesk to become a full Structured Authoring tool, but some basic features were missing. Content Blocks, especially when fully featured, will be a huge step in the right direction (just to spread some positive stardust here). There's a success story on our end as we're making them part of a very important process.

    Any idea if there are any plans on being able to create or update Content Blocks via API in the future?

    1
  • Kelsey Davis

    Hi, does advanced article components include iframes, images and videos? I created a post that appears to be missing now asking about this, currently this is quite a restriction for us and we're not able to properly utilise content blocks as a lot of what needs to be shared across articles are flipbooks and videos as well as images. Thanks

    1
  • Christopher Wooten

    Have to say I love this so much. Thank you for being open and proactive in your Roadmap.

    0
  • Katarzyna Karpinska
    Zendesk Product Manager

    Hi Kelsey Davis,

    No, images in CBs are a separate feature (and we are working on it!) similarily to videos. By advanced components, we mean things like: accordions, steppers, sliders, etc. 

    -1
  • Kelsey Davis

    Thanks Katarzyna Karpinska

    And iframes? Are they on the roadmap - these are very important for us

    1

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