The Zendesk team will host the third episode of the 5 steps to get started with self-service series, titled Step 3: Create and organize knowledge base articles. This session covers identifying topics by analyzing customer issues and gathering feedback from agents and customers. Discover how to write and edit articles using the editor, including AI-powered features that summarize and enhance content. Learn best practices for structuring, labeling, and optimizing articles for search and readability.

What you'll learn

• How to identify topics

• How to write an article

• Best practices for structuring and formatting articles

• Optimize your help center search for SEO

Each topic will be accompanied by live demos to provide a practical understanding of how to implement these features within your Zendesk account.

At the end of the presentation, the team will answer your questions during a live Q&A session. This is your chance to ask anything related to the features and workflows covered.

How to register

Don’t miss out on this opportunity to build a strong framework for your Zendesk help center. Click the RSVP button to secure your spot today. We'll send all registered attendees the recording and follow-up resources as well.

Useful resources

Identify topics

• Searching for article ideas

• Best practices for finding customer issues to start your knowledge base

• Analyzing your intelligent triage activity

• Categorizing your tickets

• Recipe: Using an About field to identify common issues

Article creation

• Creating and editing articles in the knowledge base

• Using the new article editor with generative AI article summaries (EAP)

• Using generative AI to expand and enhance help center content

• Translating articles in your help center using AI (EAP)

• Using the new article editor with generative AI article summaries (EAP)

• Using labels on your help center articles

Article structure and formatting

• 5 strategies for building up your help center content for AI

• How you can optimize your help center for search

Other

• Creating a ticket from a comment on a knowledge base article