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Chad Pryor

Incorporación 15 dic 2021

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Última actividad 29 jun 2022

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Última actividad de Chad Pryor

Chad Pryor hizo un comentario,

Comentario de la comunidad Feedback - Help Center (Guide)

Tetiana Gron the entire point of this request is that they are not shared, they are unique per article in each translated language. Adding search terms for every potential language to one master article is going to deteriorate the search performance of the article in all languages and lead to false positives.

The article I linked in my original request includes this - Using labels on your help center articles: Best practices for adding labels – Zendesk help - "Labels can help boost the search relevance of an article. However, you should use labels carefully and sparingly. It's more important to make sure the article title and body contain the relevant keywords."

We cannot use labels carefully and sparingly in articles that contain the relevant keywords unless those labels can be made unique for the translated articles.  Adding 7 languages of keywords to an article and having 1/7 odds of it containing the correct language is completely at odds with the best practices as defined in that documentation.

Ver comentario · Publicado 29 jun 2022 · Chad Pryor

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Chad Pryor hizo un comentario,

ComentarioWorking with articles in the knowledge base

@... I have authored the following at your recommendation:

Translated Labels for Translated Articles – Zendesk help

Ver comentario · Publicado 23 may 2022 · Chad Pryor

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Chad Pryor creó una publicación,

Publicación Feedback - Help Center (Guide)

Feature Request Summary: 

Zendesk Guide should allow translated articles created off of a default language article to have their own unique labels in that language.  

Description/Use Cases: 

We have recently translated a great deal of our content from English into Simplified Chinese to help users we have China.  Having labels in Simplified Chinese on that content would help those Chinese users perform support self-service, their search results would be improved, and their answer bot recommendations would be improved.  Our organization is currently lacking in direct support capacity for this language, so improving self-service is a major goal.

Since the labels only apply to the default language article, we cannot add Chinse labels or remove the English labels without negatively impacting self-service functionality for one set of users.

Business impact of limitation or missing feature:

This would improve search and answer bot auto-recommendation functionality in those languages, without negatively impacting the performance of those functions in the default language.

As it is currently, on an article about using the help center, you might have an English default article with the labels "Use" "Help" and "Center" but you cannot create similar labels on a translated Spanish version (for general example) "usar" "ayudar" and "centro" - therefore the Spanish version is going to perform worse on findability. And if you added all six labels (both English and Spanish) to the default article you would degrade search and recommendation performance on both by diluting the label pool.

Other necessary information or resources:

Using labels on your help center articles – Zendesk help

Publicado 23 may 2022 · Chad Pryor

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Chad Pryor hizo un comentario,

ComentarioWorking with articles in the knowledge base

We have just begun setting up multi-language translations on our Zendesk Guide, and I can see from the first sentence in this article that "Labels are a single word or a multiple word phrase you can add to the default language version of a specific article in your help center."

Is there any possibility of consideration for a future enhancement to the guide tool to allow labels to be different on non-default language articles which have been forked/translated?  I'm guessing right now it is coded so that labels are only attached to the primary version of the article, but that basically makes it so you cannot define search terms in other languages for the translated articles. That essentially means they will be more difficult to both find and be automated recommendations, no?

Ver comentario · Publicado 20 may 2022 · Chad Pryor

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Chad Pryor hizo un comentario,

ComentarioAI agents and automation best practices

Dane

We ended up going with your second option and I bulk edited articles using the filters for article placement and permission so I could mass target all of the ones read by specific customers in specific areas of the site (Basically excluding internal segmented articles). Then used the article settings at the bottom to change label to "answer-bot" and identified that tag for pickup in the answer bot automation settings.  I'm pretty sure most of that was covered in that article you linked for number 2, and that has helped us to greatly improve the results our bot is producing on tickets.

Ver comentario · Publicado 20 may 2022 · Chad Pryor

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Chad Pryor hizo un comentario,

ComentarioAI agents and automation best practices

Is there any way to instruct Answer Bot to do one of the following two things to exclude specific content?

  1. Do not serve articles that are restricted to a specific User Segment
  2. Do not serve articles that are in a specific content section

I've read about a dozen articles today on this topic and I don't think there's any possible way I can do either of those things, and I just need to do one of them in order to solve the problem I have which is our customers are getting served our internal articles by Answer Bot.

I do not want to bulk tag 200-300 articles to be included in Answer Bot search, I would like to exclude the 10-15 internal articles we have for employee training.

Ver comentario · Publicado 20 abr 2022 · Chad Pryor

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Chad Pryor hizo un comentario,

ComentarioHow to build dashboards

The link to "Can I edit the queries in a default dashboard?" appears to not work, maybe the article was removed, I'm not sure. The URL looks invalid.

Ver comentario · Publicado 13 ene 2022 · Chad Pryor

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