Thank you for joining us for part four of our series, Step 4: Test your setup and monitor performance. We hope you found the session helpful as we explored how to ensure your help center provides a smooth and effective experience for your users.

Our hosts, Angie and Victor, shared valuable insights and demos on preparing, launching, and monitoring your help center.

Here are the highlights

• Understand the user experience: A well-organized help center with clear categories, sections, and articles is crucial. Test common tasks from a user's perspective and use typical search terms to check for relevant results.
• Test your setup before going live: Use the preview mode to see the help center as different users would, including end users, agents, and anonymous visitors. You can even assume a specific user's identity to troubleshoot issues from their exact point of view.
• Launch as soon as you can: Start by publishing articles that address your top customer issues. You do not need to have all of your content ready to go live. The goal is to start deflecting tickets with your highest-priority articles first.
• Monitor performance with data: Use the prebuilt dashboards in Zendesk analytics to get clear insights into how your help center is performing. Tracking metrics like article views, search activity, and user sessions will help you make smart, data-driven decisions to improve your self-service experience.

Webinar resources

• Webinar recording: 5 steps to provide self service - Step 4: Test your setup and monitor performance
• Presentation deck: 5 steps to provide self service - Step 4: Test your setup and monitor performance
• Recordings of other episodes in this series
• Sign up for other Zendesk essentials webinars

Useful resources

To further assist you in your Zendesk journey, feel free to leverage these helpful resources:

• Getting started with self-service - Part 6: Tracking essential self-service metrics
• Metrics and attributes for Zendesk Guide
• Getting started with your help center
• Host mapping - Changing the URL of your help center
• Assuming end-users
• Previewing your help center theme
• Using generative search to provide AI-powered answers to search queries
• Help center guide for end users 

Join us for the final step

We invite you to the fifth and final session of our series, Step 5: Optimize your help center plan and ongoing maintenance. We will explore what it takes to keep your self-service content fresh through live demos on article verification, content lifecycle management, SEO basics, and knowledge-centered service (KCS). You will also learn how to use help center content in support tickets and can get your questions answered during our live Q&A at the end. We look forward to seeing you there.

Sign-up here.