Knowledge Capture Publishing Workflow

5 Commentaires

  • Jennifer Rowe
    Zendesk Documentation Team

    Anton, this is great! Thanks for sharing details about your workflow!

  • Dan Cooper
    Community Moderator

    This is a great workflow and your metrics are awesome. We did a stint with comments on the article being the “flag” for a bit. We had a slower turnaround on fixing articles then, so we told our team to review comments too for potential flags they should consider. When we fixed the flag, we’d delete the comment.

  • Deepa Daniels

    Wow, thank you for sharing Andrew! 

  • Grego Malone

    Thanks for sharing your workflow, Anton.

    I gotta ask though, how do you track relations between articles and tickets?

    Currently, there's no way neither in Insights nor in GoodData reports to easily see which articles have been linked to a ticket when you open it. Or vice versa, when one opens an article and sees all the tickets that have been attached to it. In other words, what tools do you use to properly track KCS reuse?

    And how do you then make decisions on choosing which articles should be left as DRAFTS for further reuse and refinement, and which ones should be published? 

  • Brett Bowser
    Zendesk Community Manager

    Hey Grego,

    While I can't speak to Anton's workflow, have you had a chance to look into the Content Cues feature available on Guide Enterprise? Content Cues uses machine learning technology and Guide article usage data to help you discover opportunities and tasks that will improve your knowledge base health.

    This may not be the exact solution you're looking for but maybe worth digging into.


Vous devez vous connecter pour laisser un commentaire.

Réalisé par Zendesk