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!

Time Codes:

00:00 Introduction

01:30 Agenda

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

17:45 Reporting

21:00 FAQs of the evolve loop

25:25 Q&A

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31:19 Most efficient workflow for getting out-of-date articles reviewed/assigned?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?

Presentation Resources

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...