We would like to see subtitle / subheading options for Help Center articles, which would be displayed in article lists and search results below the article title. These should also be displayed in Answer Bot suggestions via email and Web Widget.
Article Subheading would be entered into its own field on the article composition page—and, critically—there MUST be an option to toggle it on or off for keywording.
Without a "keyword inclusion" toggle, the feature would only raise additional keywording challenges.
For search and Article Suggestion purposes, we have all our articles titled as succinct statements (excluding all "how do I __", preambles etc., which would dilute keywording).
However, customers seem most drawn to the "how do I ___" format when looking for answers to their questions, so we still want a place to include these statements in a way that would not interfere with or dilute searches.
For example, if the goal of the article is to answer questions about where to find an order receipt, the customer might be looking for "Where can I get my receipt?" — but to prevent keywording conflicts from a long list of articles starting with "Where can I ___", we have instead simply titled this article as: Order Receipts & Invoices
The subtitle for this article would be: Where can I find my receipt or invoice?
This subheading would provide context to the customer when they're skimming a list of articles. They would see at a glance that the question in the subtitle is what they want to ask, and they know they'll find their answer by clicking that article.
Business impact of missing feature:
Currently, customers have little visibility into the content of an article unless they click into it, and admins are severely hampered in how we can title articles due to keywording challenges.
Most customers are not willing to spend a lot of time hunting for an answer, so it's currently much easier to raise a ticket with a support team if the answer isn't immediately apparent at first glance in a Help Center.
Adding subtitles to articles would bring greater at-a-glance visibility, therefore improving ticket deflection.
Desired default subheading display location:
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