Ask the Experts 29: Knowledge Base, Community, and AI for smarter user education

Hi Everyone,

Welcome to Ask the Experts (ATE) 29, a live panel discussion.

After the engaging text-based discussions in ATE 27 on onboarding and managing agents and ATE 28 on handling customer support with AI, we’re bringing you the next round of ATE in a webinar setting. ATE 29 will be hosted as a live video session where you can ask our panelists questions directly and get answers in real time.

 

This month's topic will focus on the Knowledge Base and the Community modules in Zoho Desk.

 

Register using the links below
India and the Asia Pacific	12:30 PM–2:00 PM (IST)
US, Canada, and Latin America	9:30 AM–11:00 AM (PST)

A strong support experience goes beyond just handling tickets. Your Knowledge Base and Community play a major role in helping customers find answers faster, enabling support teams with accurate information, and powering AI assistance through Zia and Answer Bot. Give your Knowledge Base the right structure and quality to provide meaningful insights, ticket responses, and recommendations with Zia.

 

Here are a few questions to get the discussion started:

1. How can you structure and manage your Knowledge Base for customer self-service and better AI-powered support responses?
   
2. What are the best practices for keeping Knowledge Base articles accurate, updated, and well-governed?
   
3. How should you manage authors, moderators, and department-specific content within your Knowledge Base? 
   
4. How can you build an active and engaging customer community that contributes meaningfully to your support experience?
   
5. Best practices to moderate community discussions, share announcements, and convert community posts into support tickets.       
   
   

   Community posts can be converted to tickets automatically by enabling the option 'Auto-convert posts to Tickets' from Setup → Channels → Community.

Why attend this session?

Build your knowledge base into a powerful resource for your customers, support reps, and Zia AI features in Desk. Make your online community an interactive support experience.

This ATE is an interactive discussion with experts on user education, the Knowledge Base, and Community modules. Present your use cases and get actionable ideas.

Whether you’re building your Knowledge Base from scratch, improving AI responses, or trying to create a thriving support community, this session will help you make better use of Zoho Desk’s capabilities.

This ATE offers two live sessions in different time zones.
Both sessions are webinar-based discussions.

Please register to be a part of this session.

Register to join the live ATE discussion

Bring in your use cases and challenges. Meet our panelists over the live session and get your answers.

Like and follow this post to be notified of the discussions happening in the Ask the Experts session. We're looking forward to a lively discussion with you.

See you at the session,

Lydia | Zoho Desk

• Topic Participants

• Lydia | Zoho Desk

  

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