A Beginner’s Guide to Zendesk Guide: A Step-by-Step Guide!

Introduction.

Zendesk Guide is a smart knowledge base for better self-service that helps tap into that institutional knowledge and puts it to work. With Guide, you can quickly build a customizable help center, online community, and customer portal so customers get better self-service and agents see improved efficiency and faster resolution. But how do you get started? In this blog post, we'll walk you through the basics of setting up and using Zendesk Guide.

What is Zendesk Guide?

Zendesk Guide is a component of the Zendesk Suite that allows businesses to deliver smart self-service experiences. It's a knowledge base platform where you can create, organize, and share content with your customers or internally with your team.

Getting Started with Zendesk Guide

Step 1: Setting Up Your Zendesk Guide

• To start using Zendesk Guide, you first need to sign up for an Zendesk Suite account. 
• Once you've signed up and logged in, navigate to the Guide section.

Step 2: Customize Your Help Center

• After setting up your Guide, you'll want to customize your Help Center to match your brand.

• Navigate to Guide Admin> Customize Design to change the theme, colors, and layout of your Help Center.

Step 3: Creating Categories and Sections

• Before you start creating articles, you'll need to set up categories and sections.
• Categories are the broad topics that you'll cover in your Help Center, and Section are the specific areas within those categories.
• Navigate to Guide Admin> Arrange Content> Add Category/Section to create your categories and sections.

Step 4: Creating and Publishing Articles

• Now that you have your categories and sections set up, you can start creating articles.
• Navigate to Guide Admin> New Article. Here, you can write your article, add images or videos, and choose the category and section where the article will be published.
• Once you're done, click Publishto make the article live.

Step 1: Managing Your Content

• Zendesk Guide makes it easy to manage your content.
• You can edit, delete, or reorder articles, sections, and categories from the Guide Admin> Arrange Contentpage.

Step 2: Using Labels for Better Search

• Labels can be added to articles to improve search results.
• When creating or editing an article, you can add labels in the Labelsfield.

Step 3: Setting User Permissions

• You can control who can view and edit your content by setting user permissions.
• Navigate to Guide Admin> User Permissionsto set permissions for agents, managers, and end users.

Step 4: Analyzing Your Content

Zendesk Guide provides analytics to help you understand how your content is performing.

Navigate to Guide Admin> Reportsto view metrics like article views, votes, and search terms.

 

Conclusion

Zendesk Guide is a powerful tool for providing self-service support to your customers. By setting up a Help Center, creating and managing content, analyzing your performance, you can provide better support and improve customer satisfaction.

Remember, the key to a successful knowledge base is keeping your content up-to-date and relevant, so don't forget to regularly review and update your articles. Happy guiding!