Mary Paez
Knowledge Manager for Veeva Global Support KCS Certified
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Publications
Activité récente par Mary Paez-
Following an Article - await notifcation that changes were made
Has this feature been added? Eg: When you follow an article and the article is republished with changes, all followers will get an email notification letting them know the article is updated
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How to compare avg resolution time of tickets with and without KB?
We are comparing tickets with KB and tickets without to see if tickets with KB have a shorter processing time. But the data does not seem correct. Can you give us an idea how we can do this? "com...
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How to get an Explore report on the list of articles awaiting verification by author/owner?
I'm trying to get a report of the number of articles and the list of articles that need to be verified per agent. When I do this under the team publishing dataset, I get all zeros for each agent....
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Archived articles appear in explore but not Guide admin for an agent
We noticed that when a number of agents try to find archived articles in Zendesk Guide admin, they cannot access the archive. We recently created a dashboard with one of the tabs being a report to...
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Is there a way to mark favorites (articles) in the Knowledge capture app?
Is there a way to mark favorites (articles) in the Knowledge capture app? Our agents tend to use certain articles in their tickets. But, they have to search every time they open a ticket to find t...
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Suggestion on Guide Admin permissions
Some features in Guide Admin are only visible to Admins. However, we have a need for our KCS Coaches or Prinicipal agents to utilize these features: History Archived article list Content Blocks ...
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Suggestion on Content Block improvements
Hi, Our teams are trying to implement content blocks into our KB articles, but we are running into issues. These are some suggestions we have for improvements to make CB's more useable: Cont...
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Need assistance creating KM reports
I need to build the following reports: 1) A list of agent & their articles that have not been verified 2) A list of agents who have not created/published any articles for each month in the last yea...
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Is there a way to separate Links added to tickets via Macro from those linked from Knowledge Capture/Agent Workspace Knowledge?
Is there a way to separate Links added to tickets via Macro from those linked from Knowledge Capture/Agent Workspace Knowledge? Use Case: Every month, we report the # of tickets that had KM links ...
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How can we get access to multiple Article templates using the Agent Workspace Knowledge button?
Using Knowledge Capture, we can access several of our article templates and create articles from them. However, Using the agent workspace, we only have access to one of them. How can we get acces...