Knowledge management
Latest stories
Article
9 min read
A guide to building a knowledge base (+3 best practices)
Deliver exceptional service and form deeper connections with your customers by building a knowledge base.
Article
6 min read
Maslow's hierarchy of needs for help center customization
To help businesses ensure they’re building meaningful help center experiences, we created a hierarchy of needs for help center customization best practices
Article
4 min read
Knowledge management maturity: Tips for leveling up
Customers’ self-service experience should be a reflection of their relationship with you—not a symptom of your growing pains. Here's how complex organizations can keep content relevant.
Article
4 min read
From content manager to cross-functional collaborator
As bonafide subject matter experts collaborating cross-functionally across the company, agents play an important part in knowledge management. Set them up for success by putting the right processes in place.
Infographic
1 min read
Your guide to the wonder years of knowledge management
Companies running the gamut from SMBs to enterprise have built robust help centers, enabling customers to…
Article
2 min read
Here's how AI tools can help you manage your knowledge base
Content Cues help service teams manage their knowledge base with helpful nudges and AI-driven insights.
White Paper
1 min read
Self-service—you’re already doing it, now do it with AI
A smart approach to customer self-service is essential for a business to scale efficiently. But you…
Article
Fill knowledge gaps with the Knowledge Capture app
A comprehensive knowledge base is an essential piece of a 21st-century support operation. But implementing it is just the first step—maintenance comes next.
Article
10 min read
4 knowledge management best practices for better self-service
Help your customers and your agents save time with these knowledge management tips.
Article
4 min read
Introducing Guide Enterprise
Guide Enterprise makes it easy for large teams to collaborate on help center content processes and manage knowledge internally, externally, and across multiple brands
Article
5 min read
Knowledge management cultivates high-performing teams
The secret weapon of great customer service teams is two-fold: excellent internal knowledge management and thoughtful training on how to make the most of that resource
Article
4 min read
Everyone is an SME in the self-service economy
The same self-service content that helps your existing customers succeed is becoming increasingly important in obtaining new customers. Amid this self-service win-win, the role of subject-matter expert (SME) has broadened—here's how.
Article
4 min read
4 industry leaders on how they use the Knowledge Capture app
We talked to industry leaders from Electronic Arts, Fossil, Clever, and FINALCAD to see how they’re each using Zendesk Guide and the Knowledge Capture app
Article
4 min read
SEO and customer service: The benefits of aligning efforts
Did you get here after googling a search term? Your customers find you this way, too.
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