How to Work with Articles in Knowledge Base - Frequently asked questions
Frequently asked questions
How can I create and edit articles in the Zendesk knowledge base?
Guide admins have the ability to create new articles and edit existing ones in the Zendesk knowledge base. This feature allows you to keep your help center content up-to-date and relevant for your users. To create or edit an article, navigate to…
What is the new article editor with generative AI in Zendesk?
Zendesk has introduced a new article editor that includes generative AI for article summaries, currently available in an early access program. This feature is designed to help streamline the process of creating and summarizing content, making it…
How do I use content blocks in Zendesk articles?
Content blocks in Zendesk allow you to create reusable content that can be inserted into multiple articles. This feature is particularly useful for maintaining consistency across your help center. After creating or inserting a content block, you…
How can I attach media to articles in Zendesk?
Attaching media, such as images and documents, to your Zendesk knowledge base articles is a straightforward process. You can select files from the media library to enhance your articles with visual or supplementary content. This feature helps make…
What are content tags and how do I use them in Zendesk?
Content tags in Zendesk are descriptive terms that you can assign to articles and posts to group them by common attributes. This feature helps organize your content and makes it easier for users to find related articles. You can create and manage…
How do I schedule articles for publishing in Zendesk?
Zendesk allows you to schedule articles for publishing and unpublishing, providing flexibility in managing your content. This feature is accessible through the article editor's save button menu, where you can set specific dates and times for your…
What is the purpose of Content Cues in Zendesk?
Content Cues in Zendesk use machine learning technology to analyze article usage data and suggest improvements or new topics for your help center. This tool helps you keep your content relevant and up-to-date by identifying articles that may need…
How can I manage drafts in the Zendesk knowledge base?
In Zendesk, you can create draft articles for new content, allowing you to work on articles without publishing them immediately. This feature is available on non-Enterprise plans and helps you prepare and review content before making it live in…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
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