Articles are organised into categories and sections. Each article has a title, body content with rich formatting (images, videos, code blocks), tags, and SEO meta fields. Articles can be marked as published or draft and restricted to specific customer groups.
Customers can rate articles as helpful or unhelpful. Zoho Desk tracks article feedback, showing which articles have low helpfulness scores. This data guides the knowledge management team to update or rewrite underperforming articles.
The ASAP widget and Answer Bot surface relevant articles to customers before they submit a ticket. When an article resolves the customer’s question, the ticket is never created. Zoho Desk tracks this as an article deflection, measuring the knowledge base’s return on investment.
A knowledge base article is a self-service document in the Help Centre that answers customer questions or guides them through resolving known issues. Good articles reduce ticket volume by enabling customers to help themselves.
Zoho Desk tracks article views, helpfulness ratings, and ticket deflections (customers who read an article and did not submit a ticket). This data shows which articles provide the most value and which need improvement.
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