Engage Users with Easy Reads

Engage Users with Easy Reads

Hello to Our Users in the Zoho Desk Community!
The Knowledge Base (KB) has always been a treasure chest of valuable information, helping users understand products and services and navigate through them with ease. Each of us interact with the knowledge base in our own way, whether it’s creating content, managing articles, or scrolling through to find solutions or answers.
The Challenge: Engaging Users with Step-by-Step Guides  
Let’s face it: Setup instructions, guidelines, and how-tos often come with long, overwhelming details. Users might not have the patience to read through detailed manuals. However, a well-structured knowledge base remains a powerful asset for enhancing self-service in today’s fast-paced world.
How can you make the much-essential Knowledge Base creative, engaging, and rewarding for your user?
We live in an era of quick videos and instant answers. Short content dominates social media, providing bite-sized insights in seconds. So, how do we motivate users to stick around and read detailed step-by-step instructions?

This week’s episode is all about making your Knowledge Base a hub of quick solutions.
When customers are facing issues, they don’t want to sift through lengthy articles.
They want quick answers. So, how can we make long reads smoother and more rewarding?
Here’s where the magic of Insert Options comes into play!

I. The Magic of Insert Tab and Accordion  

The Insert Tab and the Insert Accordion are available within the Insert Options of the Zoho Desk Article Editor. Let’s break down on how they can transform your articles.
1. The Insert Tab  
Think of it as a set of labeled cards that users can flip through.
  • Instead of one long wall of text, break it into smaller, digestible pieces.
  • Users can switch from one tab to another with a single click.
  • It provides an intuitive experience, helping users overcome the overwhelming feeling when searching solutions.
Idea
Quick Tip: Use Tabs when explaining multiple processes or providing comparisons.
2. Accordion Tab  
Just like an accordion expands and contracts, this feature allows users to reveal content gradually.
  • Each section expands only when the user needs it.
  • Short snippets of information reduce visual clutter.
  • It offers a clean and organized reading experience.
  • Users get a subtle sense of accomplishment as they complete each section.
Idea
Quick Tip: Use Accordions for FAQs, troubleshooting guides, or any article with multiple subtopics.
With tools like Insert Tabs and Accordions, even complex solutions become simple and engaging. Every step closer to the answer gives your users a delightful, rewarding experience.

II. Seamless Navigation with Links and Suggested Articles  

Imagine a user reading through your article when they realize they need a bit more context. Instead of opening a new tab to search for information, you can guide them effortlessly using:
A.Insert Link  
  • Hyperlink relevant content within your article to keep users engaged.
  • Users can click on related articles to read supporting content that enhances their understanding and helps them solve issues.
  • Connecting step-by-step guides with supporting resources saves time and reduces frustration.
In case you would like to remove the hyperlinks in the text, you can use the Remove Link.
B. Tags  
Tags help in linking the article with related Articles on the Knowledge Base. When you add the right tags to the article, Zoho Desk automatically suggests related articles on the right side of the screen. Users can switch over to the next article for more information when needed.
IdeaQuick Tip: Use tags wisely to ensure relevant suggestions pop up when users are looking for additional information.

III. Visuals & Videos  

a. Insert Image  
Visuals are captivating and educate users quickly. The Insert Image feature allows you to insert images from your local storage or the images uploaded in the KB gallery.
Notes
Refrain from copying images from another webpage, as formatting and coding differences may lead to broken images.
b. Embed Link
With the Embed Link feature, you can bring your tutorial videos directly into the article. Just insert the video link, and voilà! The video can be played within the article.
Idea
Pro Tip: Embed videos for complex processes or troubleshooting guides.
Users often find visual demonstrations easier to follow, like the example below:

c. Insert Table: Capture Data at a Glance  
Ever wondered how you can present data in a clear and concise format? The Insert Table option in the Zoho Desk Article Editor is your go-to solution.

  • Tables allow users to categorize information, compare data points side by side, and highlight key insights using formatting options.
  • Customize your table with bold headers, color highlights to differentiate sections, and alignments and borders for a polished look.
Idea
Pro Tip: Use tables to summarize FAQs, product comparisons, troubleshooting steps, or pricing information. It’s the best way to simplify complex information and deliver it at a glance!
Got a Knowledge Base article to optimize? Go ahead and make it brilliant! Empower your users with clear, engaging content because a well-crafted Knowledge Base doesn't just provide answers, it builds confidence. Let's make every article towards customer success!



      • Sticky Posts

      • Register for Zoho Desk Beta Community

        With the start of the year, we have decided to take a small step in making the life of our customers a little easier. We now have easy access to all our upcoming features and a faster way to request for beta access. We open betas for some of our features

      • Share your Zoho Desk story with us!

        Tell us how you use Zoho Desk for your business and inspire others with your story. Be it a simple workflow rule that helps you navigate complex processes or a macro that saves your team a lot of time; share it here and help the community learn and grow with shared knowledge. 

      • Tip #1: Learn to pick the right channels

        Mail, live chat, telephony, social media, web forms—there are so many support channels out there. Trying to pick the right channels to offer your customers can get pretty confusing. Emails are most useful when the customer wants to put things on record. However, escalated or complicated issues should not be resolved over email because it's slow and impersonal.  When you need immediate responses, live chat is more suitable. It's also quick and convenient, so it's the go-to channel for small issues. 

      • Welcome to Zoho Desk Community - Say hello here!

        Hello everyone! Though we have been here for a while, it’s time to formally establish the Zoho Desk Community; we’re really happy to have you all here! This can be the place where you take a moment to introduce yourself to the rest of the community. We’d love to hear all about you, what you do, what company or industry you work for, how you use Zoho Desk and anything else that you will like to share! Here’s a little about me. I am Chinmayee. I have been associated with Zoho since 2014. I joined here

      • Webinar 1: Blueprint for Customer Service

        With the launch of a host of new features in Zoho Desk, we thought it’ll be great to have a few webinars to help our customers make the most of them. We’re starting off with our most talked about feature, Blueprint in Zoho Desk. You can register for the Blueprint webinar here: The webinar will be delivered by our in-house product experts. This is a good opportunity to ask questions to our experts and understand how Blueprint can help you automate your service processes. We look forward to seeing

        • Recent Topics

        • Is anyone else having trouble saving a custom image in their email signature, or is it just me?

          When I try to save the image I get an error that says "Operation Failed" I opened a support ticket two weeks ago and received a response that it would be debugged, but it still isn’t working

        • Tip 19: How to display images in Pages using ZML snippets

          Hi folks, We're back with another tip on how to use Zoho Markup Language (ZML) to create interactive pages in Zoho Creator. You can use ZML snippets to add various kinds of components to your pages and structure them in meaningful ways. That's not all, though—using ZML you can ensure your application is automatically compatible with all kinds of devices without any inconsistencies. We often get questions from users about how to invoke Deluge scripts within ZML code. Here's a simple use case for adding

        • Can zoho swign format block text spacing automatically when prefilled from zoho crm?

          I'm sending zoho sign template from zoho crm, so that zoho crm pre-populates most fields. I have existing pdf documents that i am having signed. I have no ability to change the pdf documents, they are standardized government forms. The problem I am facing

        • Forced Logouts - Daily and More Frequent

          In the last month or so, I've been getting "power logged out" of all of my Zoho apps at least daily, sometimes more frequently. This happens in the same browser session on the same computer, and I need to re-login to each app separately after this happens.

        • Zoho Inventory / Finance Suite - Add feature to prevent duplicate values in Item Unit field

          I've noticed that a client has 2 values the same in the Unit field on edit/create Items. This surprised me as why would you have 2 units with the same name. Please consider adding a feature which prevents this as it seems to serve no purpose.

        • Reference lookup field values in Client script

          hello all, I'm using a "ZDK.Apps.CRM.Products.searchByCriteria" function call, which is returning the matching records correctly; however, one of the fields is a lookup field which I need the associated data. I believe there is a way to get this data

        • Open "Live Chat" from a hyperlink?

          Hi, I often write paragraphs and text on our company website, and usually say you can get in touch with us via live chat. Can the chat window be triggered to pop open without clicking the chat graphic in the bottom window, and use it in a hyperlink? ie:

        • Zoho Analytics - Make text clickable in underlying data

          Hi Community, I have a simple sales report based on a Invoice query table. I have included a link on to each invoice on the table and sent the Invoice number URL to the link. This works find in the query table, but when I click underlying data on the

        • In App Auto Refresh/Update Features

          Hi,    I am trying to use Zoho Creator for Restaurant management. While using the android apps, I reliased the apps would not auto refresh if there is new entries i.e new kitchen order ticket (KOT) from other users.   The apps does received notification but would not auto refresh, users required to refresh the apps manually in order to see the new KOT in the apps.    I am wondering why this features is not implemented? Or is this feature being considered to be implemented in the future? With the

        • CRM x WorkDrive: File storage for new CRM signups is now powered by WorkDrive

          Availability Editions: All DCs: All Release plan: Released for new signups in all DCs. It will be enabled for existing users in a phased manner in the upcoming months. Help documentation: Documents in Zoho CRM Manage folders in Documents tab Manage files

        • Every time an event is updated, all participants receive an update email. How can I deactivate this?

          Every time an event is updated in Zoho CRM (e.g. change description, link to Lead) every participant of this meeting gets an update email. Another customer noticed this problem years ago in the Japanese community: https://help.zoho.com/portal/ja/community/topic/any-time-an-event-is-updated-on-zohocrm-calendar-it-sends-multiple-invites-to-the-participants-how-do-i-stop-that-from-happening

        • Is there a way to show contact emails in the Account?

          I know I can see the emails I have sent and received on a Contact detail view, but I want to be able to see all the emails that have been sent and received between all an Accounts Contacts on the Account Detail view. That way when I see the Account detail

        • Online Assessment or any aptitude test

          This video is really helpful! I have one question — if I share an assessment form link (through email or with the application form on my career page), how does Zoho Recruit evaluate it? Can a candidate use Google or external help while taking the test,

        • How can I filter a field integration?

          Hi,  I have a field integration from CRM "Products" in a form, and I have three product Categories in CRM. I only need to see Products of a category. Thanks for you answers.

        • Email task creator when task is updated/marked complete

          I am looking for a way to notify the creator of a task in zoho todo when - Task is updated Task is closed Comments entered 1 and 2 are critical, and I cannot find a zoho flow to do this. There is no way that as a manager I will know when someone has completed

        • How to move emails to Shared Mailbox?

          Hello, I created a Shred Mailbox instead of using a distribution group. But I cannot move previous emails to certain shared mailbox. Is it possible move some emails from inbox to shared mailbox?

        • How to implement new online payment gateway?

          Hello, Can you tell me how to proceed to implement my local payment gateway? DIBS has an open avaiable API that should be easy to implement into ZOHO BOOKS. http://tech.dibspayment.com/dibs_payment_window

        • Zoho CRM - Portal Users Edit Their Own Account Information

          Hi Community, I'm working on a client portal and it seems like the only I can make the Account record editable to the Contact, is if I add another lookup on the Account to the Contact record. Am I missing something as the account already has a list of

        • I’ve noticed that Zoho Sheet currently doesn’t have a feature similar to the QUERY formula in Google Sheets or Power Query in Microsoft Excel.

          These tools are extremely helpful for: Filtering and extracting data using simple SQL-like queries Combining or transforming data from multiple sheets or tables Creating dynamic reports without using complex formulas Having a Query-like function in Zoho

        • Connecting Zoho Mail with Apollo.io

          Hi, I am trying to connect my Zoho Mail account with my Apollo.io account to start sending cold email for prospecting purposes. I have activated the IMAP setting but I am still unable to connect to the Apollo account. I am using my email credentials but

        • Where does this report come from in the Zoho One ecosystems?

          Is this directly from MA, Analytics or ??? ???

        • Contact's title in "Contact Role Mapping"

          When I'm creating a deal, I'd like to see the contacts title in the listing. Right now, I only see this: How can I get the contact's title in there?

        • Zoho CRM - Client Portal - Hide Notes Related List

          Hi Community, I'm building a customer portal and I can't find a way to hide the notes related list. I don't want the client to see the notes I have about them. Is there a way to do this as it is no bin/trash icon when I hover over.

        • "Pivot Table" Conditional Formatting

          Team, I there a way to use conditional formatting a "Pivot Table"  report? Thanks, Arron Blue Pumpkin Hosting | Solutions Made Simple

        • How many clients can be added to Zoho Practice?

          How many clients can be added to Zoho Practice without having their zoho app?

        • Stage History

          when viewing a ticket , and you look at stage history tab (kanban view) and look at the stage duration column in days, it shows the current stage of the ticket as " current stage ". Should it not rather show the amount of days it has been in that current

        • Enhancements to finance suite integrations

          Update: Based on your feedback, we’ve updated the capabilities for integration users. In addition to the Estimates module, they can now create, view, and edit records in all the finance modules including Sales Order, Invoices, Purchase Order. We're also

        • Send Automated WhatsApp Messages and Leverage the Improved WhatsApp Templates

          Greetings, I hope all of you are doing well. We're excited to announce a major upgrade to Bigin's WhatsApp integration that brings more flexibility, interactivity, and automation to your customer messaging. WhatsApp message automation You can now use

        • Automating Ticket Responses Using Zoho Desk's AI Features

          We’re looking to set up an automation within Zoho Desk that can analyze incoming emails or tickets and automatically respond with relevant knowledge base articles based on the content of the request. Could you please guide us on how to configure this

        • Optimising CRM-Projects workflows to manage requests, using Forms as an intermediary

          Is it possible to create a workflow between three apps with traceability between them all? We send information from Zoho CRM Deals over to Zoho Projects for project management and execution. We have used a lookup of sorts to create tasks in the past,

        • Migrate file from Single File Upload to Multi File Upload

          Dears, I have created a new field Multi File Upload to replace the old Single File Upload field. I'd like to ask you guys what is the best way to migrate the files to the new field?

        • Service locations are tied to contacts?

          Trying the system out. And what I discovered is that it seems that the whole logic of the app is, I'd say, backwards. There is a Customer - a company. The company has contact persons and service locations can be associated with different contact persons.

        • Enhancements to Zoho Maps integration tasks

          Hello everyone, We're excited to announce enhancements to the Zoho Maps integration tasks in Deluge, which will boost its performance. This post will walk you through the upcoming changes, explain why we're making them, and detail the steps you need to

        • Bug in Total Hour Calculation in Regularization for past dates

          There is a bug in Zoho People Regularization For example today is the date is 10 if I choose a previous Date like 9 and add the Check in and Check out time The total hours aren't calculated properly, in the example the check in time is 10:40 AM check

        • Cliq iOS can't see shared screen

          Hello, I had this morning a video call with a colleague. She is using Cliq Desktop MacOS and wanted to share her screen with me. I'm on iPad. I noticed, while she shared her screen, I could only see her video, but not the shared screen... Does Cliq iOS is able to display shared screen, or is it somewhere else to be found ? Regards

        • UPS Label size when generated via Zoho

          We've integrated UPS with Zoho inventory. When creating and downloading the shipping labels they are created in a larger paper size. I'd like them to be generated to print on a 4x6 printer. Zoho have told me I need to do this within our UPS portal. UPS

        • Canvas View in Zoho Recruit

          Is it possible or would it be possible to have the new 'Canvas View' in Zoho Recruit?

        • Narrative 12: Sandbox - Testing without the risk

          Behind the scenes of a successful ticketing system: BTS Series Narrative 12: Sandbox - Testing without the risk What is a sandbox environment? A sandbox environment is a virtual playground that allows you to test freely and experiment with various elements

        • Dynamically catching new file creations

          I have a team folder with many subfolders, and in those folders we add new documents all the time. I'd like to have a workflow or script to notify me (and then take other actions) when a file is added anywhere in that structure that ends in "summary.txt".

        • Announcing new features in Trident for Mac (1.27.0)

          Hello everyone! Trident for macOS (v1.27.0) is here with new features and enhancements to improve scheduling and managing your calendar events. Let's take a quick look at them. Stay aligned across time zones. Both the scheduled and original time zones

        • Next Page