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

6 Commentaires

  • Rebecca McMurry

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

  • Jack Trotti (LA)

    Expiry date and internal comments on articles would be amazing.

  • Sherri Anderson

    Excellent article, very helpful!

  • Heather Cook
    Zendesk Luminary

    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
    Zendesk Documentation Team

    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!

  • Milena Macaione

    Informative. Thanks for posting this, Jennifer! 


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