Using the Knowledge Capture App for Article Creation
How can the Knowledge Capture app help in creating articles?
The Knowledge Capture app allows agents to create articles directly while handling support tickets. This app is useful for documenting frequently asked questions or support issues. Agents can use predefined templates to create articles without needing to access Guide. The publishing of these articles depends on the agent's Guide permissions, and you can set up workflows to control the publishing process. This method helps expand the knowledge base with content directly from support interactions.
More related questions
How can I write knowledge base articles using external tools?
You can write your knowledge base articles using external authoring tools and then import them into Zendesk Guide. If you prefer using tools like Google Docs or Microsoft Office, you can create your content there and later insert it into a new…
What are the steps to create articles directly in Zendesk Guide?
Creating articles directly in Zendesk Guide is straightforward and flexible. You can use the Guide editor's formatting styles or mix WYSIWYG and HTML for desired formatting. Ensure that all contributors have the necessary permissions to create and…
How do I review and publish articles in Zendesk Guide?
Reviewing and publishing articles in Zendesk Guide involves a simple process. Articles remain in draft mode until published, allowing only team members with Guide access to see them. In the Enterprise version, you can mark articles as ready for…
What permissions are needed to create articles in Zendesk Guide?
To create articles in Zendesk Guide, contributors must be agents in your Zendesk Support account with the appropriate permissions. By default, agents with Guide Manager permission can create and publish articles, but you can extend these…
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