KCTemplate How To

KCTemplates for Zendesk Article Creation
  1. Summary: Use the '+' on editing bar and add summary. This is AI generated either based on input + AI generate or upon article completion, use AI generate. 
  3. Intended Outcome: Add a short description of what the reader will learned after following this article.
Best Practices (delete before saving)

Best Practices (delete before saving):

  • One topic per article; separate procedures and troubleshooting.
  • Use mandatory format; one line per key.
  • Set hyperlinks to open in a new tab.
  • Add a 2–3 line summary at the top: when to use, intended outcome (AI-generated option).
  • Include desired outcome in or below the summary.
  • Use numbered steps for procedures.
  • Prefer short paragraphs, bullets, and labeled images.
  • Cross-link related articles.

Mandatory Format:

Title: <Scope — Action — Object — Context> (concise and specific)
Summary: 2–3 lines describing when to use and desired outcome (AI-generated option). Type a short summary or use the generate option by hovering over the summary block.
Intended Outcome: When to use, what will the reader learn from this article.

Article Settings:

Management: Manage permissions: select who can edit and publish.

Set owner: individual or group responsible for verification and feedback; not visible to end users.
Owners receive notifications for article reviews based on verification rules.

Placement: Set viewing permissions (user segments or everyone).
Add content tags, one per team, product, process, tool, scope

Example tags: [team:<...>, product:<...>, process:<...>, tool:<...>, scope:<...>]

Governance:

  • Review articles yearly.
  • Set verification rules in Knowledge Workspace > Settings > Article Verification (max 20 rules).
  • Configure rule name, frequency (1 year), and apply filter (author, Group, Brand, etc).
  • Email reminders sent annually for article review.
  1. Use Labels for search, content tags for navigation/collections. Details after Body Structure

Article Body: 

## Audience
- <Who is this for?>

## Steps
1. <Step>
  - Expected result: <one line>
2. <Step>
  - Expected result: <one line>

## Tips
- <Short tips / gotchas>

## Cross-links
- Related: <URL or TODO>

 

Delete before publishing
🔎 Optimize your Article
Relative influence (more filled squares = stronger impact on Help Center search)
Article Title5/5 Highest — titles carry stronger weight than labels.
Labels3/5 Medium — influence search but are slightly less weighted than the title; use with care.
Content tags (Tags)0/5 None — not searchable and do not boost relevance; used for Related to navigation.
Signal What it is Effect on search relevance How to use it
Article title The article’s headline readers see in results. Strongest signal; titles lead ranking among these three. Phrase titles the way users ask (“How do I…”, “Reset your…”).
Labels Per‑article keywords you add in Article settings. Medium signal; slightly less weight than title—avoid piling near‑synonyms. Add only 3–6 high‑signal labels (e.g., product:ord, task:reset_password).
Content tags (Tags) Content tags used to group & connect related content; show under Related to when enabled. No search impact; not searchable and don’t boost relevance. Use to create clickable collections of related content (navigation).
Guideline takeaways
  • Optimize the title first; it’s your strongest search lever.
  • Use labels sparingly to reinforce key terms; keep them concise and high‑signal.
  • Use content tags only for Related to navigation—not for search tuning.
🏷️ Labels vs. Tags
Topic Labels (article level) Tags (content tags in Article settings)
Primary purpose Improve Help Center search relevance; optionally build related lists. Group related content; clickable to see all content with that tag; does not boost search relevance.
Where you add them Article settings → Placement → Labels. Article settings → Placement → Content tags (and via a central content‑tag management page).
Limits Max 50 labels per article (use 3–6 high‑signal labels). Max 25 content tags per article (best practice: 5–7).
Bulk operations Can be changed in bulk on multiple articles via Manage articles. Cannot be added in bulk; create/manage individually or via the central page.
One‑line guidance: Use labels to fine‑tune what surfaces in search/autocomplete and to lightly cluster content. Use Tags to present visible collections of related content.
  • Lowercase only.
  • Replace spaces with underscores: reset_password.
  • Keep 1–3 high‑signal words; drop stopwords (“how”, “to”, “my”, “the”).
  • Prefer a faceted pattern where useful: product:ord, process:inc, scope:howto.
  • Apply 3–6 labels per article; avoid near‑synonym stacking.
  • Use to connect related content; not for search boosting.
  • Keep to 5–7 per article so the Related to list stays useful.
  • Use clear, user‑recognizable terms and apply consistently across brands.
  • Avoid duplicates and near‑duplicates; maintain a simple shared tag catalog.
  • Review periodically; remove stale tags that no longer represent content groups.
🧩 Examples
Category Example Tags (3) Example Labels (3)
Team CX; L2; WFM team:cx; team:l2; team:wfm
Product ORD; OIR; OMR product:ord; product:oir; product:omr
Tools BI; SSP; SSO tool:bi; tool:ssp; tool:sso
Process INC; PRBL; CH process:inc; process:prbl; process:ch
Scope Procedure; HowTo; Troubleshooting scope:procedure; scope:howto; scope:troubleshooting

 

 


 

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