How Zendesk Does Knowledge Management Vol. 3 Community Event
Recently the Community hosted our 3rd KCS event where we took a look into how Zendesk handles Knowledge Management. Our experts from our Self Service Team showcased their best practices around KCS and explained the importance of the solve/evolve loop and how it can identify any gaps missed by Knowledge-Centered Support. We also sat down with customers and addressed questions live from the community on our topic of focus!
03:10 Our Self-Service team
05:30 The solve loop
07:05 The evolve loop
09:30 Reviewing customer interactions
15:28 Content Health
21:00 FAQs of the evolve loop
25:30 How do you get engineers to write KB articles?
27:00 How do you use Search metrics for content ideas?
28:09 Insights on how to segment our Help Centre?
29:15 Connecting agents with the process of creating/updating content?
29:55 User permission management, article publishing & approval flows.
31:19 Most efficient workflow for getting out-of-date articles reviewed/assigned?
32:44 How can I use content queues & make Answer Bot improvements?
33:50 How to get insights on how effective your content is?
35:02 How do you communicate the impact of smaller changes to show you are improving?
36:45 What are the best practices for using Knowledge Capture app in Support?
37:39 What's the best way to manage information to make it easier to onboard new support agents?
What mistakes have you made while implementing knowledge management & how did you correct them?
39:47 What mistakes have you made while implementing knowledge management & how did you correct them?
41:40 Tips for managing complex troubleshooting with Knowledge Articles.
43:04 How does Zendesk have agents draft articles as they work tickets & update them as they go?
44:10 How does Zendesk handle and manage content translations?
45:13 What are your best practices for creating videos and visual content?
47:35 Do you have best practices for keeping track of which article needs to be updated with feature changes?
48:50 How can we know our articles are helpful for our users?
50:52 How do you avoid isolating knowledge between different products?
Event Slide Deck: https://bit.ly/3Ut75tc
Detailed Q&A Summary & Resource Index: https://support.zendesk.com/hc/en-us/articles/4968020386586
Future Events & Opportunites
Upcoming User Groups: https://zdsk.co/39D68vs
User Groups Interest Form: https://events.zendesk.com/user-group...
Upcoming Community Events: https://events.zendesk.com/zendesk-co...