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!


      Zoho Campaigns Resources


        • Desk Community Learning Series


        • Digest


        • Functions


        • Meetups


        • Kbase


        • Resources


        • Glossary


        • Desk Marketplace


        • MVP Corner


        • Word of the Day


        • Ask the Experts


          • 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

          Zoho CRM Plus Resources

            Zoho Books Resources


              Zoho Subscriptions Resources

                Zoho Projects Resources


                  Zoho Sprints Resources


                    Zoho Orchestly Resources


                      Zoho Creator Resources


                        Zoho WorkDrive Resources



                          Zoho CRM Resources

                          • CRM Community Learning Series

                            CRM Community Learning Series


                          • Tips

                            Tips

                          • Functions

                            Functions

                          • Meetups

                            Meetups

                          • Kbase

                            Kbase

                          • Resources

                            Resources

                          • Digest

                            Digest

                          • CRM Marketplace

                            CRM Marketplace

                          • MVP Corner

                            MVP Corner




                            Zoho Writer Writer

                            Get Started. Write Away!

                            Writer is a powerful online word processor, designed for collaborative work.

                              Zoho CRM コンテンツ



                                ご検討中の方

                                  • Recent Topics

                                  • Zoho Site pages not displaying in iframes

                                    I simply want to show a Zoho Site page inside an iframe on another non Zoho website. When testing this across many browsers, the iframe content simply does not appear. IE reports that the host does not allow their content to be displayed in iframes. Very disappointing. Is there a way around this please? Here is the URL of the page I would like to appear in an iframe. http://ips-properties-to-rent.zohosites.com
                                  • Zoho Inventory as connector in Zoho Creator

                                    Hello, It doesn't appear that Zoho Inventory is one of the many built in connectors in Zoho Creator? I see that there are non-Zoho inventory applications that have built in connectors such as Cin7, which leads me to believe that I'm missing something
                                  • Send Zoho Forms Link using Zoho CRM Email Templates

                                    I have set up Zoho Forms and CRM integration to pre-populate data from Zoho CRM to Zoho Forms. The setup is working fine. I have also created an email template in the Zoho CRM deals module to send Zoho forms links. So when I send an email using that template
                                  • My go to On Load Client Script - Fast, efficient, and works for ALL profiles; Hides everything except initial fields

                                    This is my on Load client script that I use for Create pages. I use a modified version for Edit and Display pages which you can create yourself using the same basic structure that I will give you below. First up, the script. Below that will be an explanation
                                  • Custom Search using HTM+CSS Snippet

                                    Suppose I wanted to create my own list view using HTML and CSS snippets inside a Page with a custom search input at the top of the list (not the Search snippet). Without Javascript, is there a way to retrieve a user's entry from that search input and
                                  • Mass Update of Lookup Fields not possible

                                    Hello List I've created a custom field for Leads and Contacts 'Current Campaign'. This is very Handy as I can filter leads and then related them to a campaign. Everything ready, but then I realized that mass update doesn't work for lookup fields... a
                                  • Zoho CRM Kiosk Upload Files

                                    Hello all, We are trying out Kiosks at the moment to see where it can fit best in our business. We are still a bit off in the application but lets say we will sort this out. My question is the following - when I create a Kiosk I can add "File Upload"
                                  • Double opt-in notifications and customizable confirmation messages for your webforms

                                    Dear CRM Community, We are excited to announce a major upgrade to our Webforms feature. You can now customize the confirmation message shown to your users who double opt-in from your webform and also customize your confirmation emails when they submit
                                  • Has Anyone successfully integrated Zoho and Sage Intact?

                                    Hey all, We’re evaluating Zoho One + Sage Intacct and I’m trying to connect with anyone who has actually implemented the two together.Specifically, I’d love to know: -- Which functions you kept in Zoho vs. Intacct (e.g., Product Catalog, AR/AP, invoicing,
                                  • Introducing Image Upload Field

                                    Hello everyone, In this post we will discuss about the benefits and usage of the Image upload field. The field is available for standard and custom modules.  Usage: This field can be used to upload a gallery of images to a record and share the record with peers or customers. The record can be made accessible to users outside of Zoho CRM via Portals, where they can upload the necessary images. Preview, editing, and deleting images: The uploaded images can be directly edited and saved from the record
                                  • Trigger a Workflow Function if an Attachment (Related List) has been added

                                    Hello, I have a Case Module with a related list which is Attachment. I want to trigger a workflow if I added an attachment. I've seen some topics about this in zoho community that was posted few months ago and based on the answers, there is no trigger
                                  • Free webinar alert on November 19 - Email driven strategies - Master personality based styles

                                    Hello Zoho Community! Want to make email management easier, smarter, and more you? We’ve got just the session for you! Join our interactive, game-based webinar to discover how Zoho Mail adapts to your personality and work style. Learn practical hacks,
                                  • AI generated meeting notes associated to Account or Deal

                                    As our organization works to improve efficiency we are looking for a solution to leverage AI to generate meeting notes and then add those notes to a CRM record such as an Account or Deal. I see Zoho has a Notebook AI offering that talks about the ability
                                  • due date on cheue

                                    how to handle cheque in zoho books for customers and vendors including due date
                                  • Zoho CRM Portal Field Level Permission Issue

                                    Hi Support Team, I am using the Zoho CRM Portal and configuring field-level editing permissions. However, we are unable to restrict portal users from editing certain fields. We have created a portal and provided View and Edit (Shared Only) access for
                                  • 'Statement of Accounts does not exist' error received, when creating PO using api in Zoho Inventory

                                    Here is request json -- JSONString = { "date": "2019-09-24", "purchaseorder_number": "PO-6-1", "delivery_date": null, "delivery_org_address_id": 36221200000056XXX, "vendor_id": 362212000000564XXX, "attention": "Testing", "line_items": [{ "unit": "Pieces", "account_id": 36221200000003XXX, "quantity": 1, "item_id": 362212000000049XXX, "tax_type": "", "tax_name": "", "name": "One HD", "purchase_rate": 85, "tax_percentage": 0, "item_total": 85.00, "tax_id": "", "warehouse_id": 362212000000564XXX }] }
                                  • Zoho Projects API 100 requests/2 min. Limit

                                    Hi Requesting clarification on the API documentation. "You can invoke or call an API for 100 times in a span of two minutes. If you invoke more than 100 times, the particular API request will be locked for the next 30 minutes. " Does this limit apply
                                  • Integrate your Outlook/ Office 365 inbox with Zoho CRM via Graph API

                                    Hello folks, In addition to the existing IMAP and POP options, you can now integrate your Outlook/Office 365 inbox with Zoho CRM via Graph API. Why did we add this option? Microsoft Graph API offers a single endpoint to access data from across Microsoft’s
                                  • Zoho Projects - Attachments added to Task and Bug emails are not saved

                                    Hi Projects team, I have been experimenting with emails into projects to create tasks and bugs. I have noticed that attachments added to the emails are not saved to the task or bug. Is this normal behaviour? Thanks, Ashley
                                  • Zoho Inventory's latest shipping integration updates at a glance.

                                    Hello Users, We would like to share some important news about our latest improvements in the Shipping integration capabilities of Zoho Inventory that we achieved in 2024 with some of our major integration partners in key editions across APAC, North America,
                                  • Sorting a list of record acquired from the zoho.crm.searchRecords function.

                                    This is something for which I'm trying to figure out a straightforward way to do. The searchRecords does a great job fetching me the records that I want. However, in some cases, where it returns multiple records, I want it to sort the returned list by date of creation of that record, so that when I do records.get(0), I get the most recent record.  As an example, here's my sample pseudo code: records = zoho.crm.searchRecords("Clients", "Office_Number:equals:123456"); Now the "records" list above contains
                                  • Zoho Inventory Custom Field Update

                                    Hello All, In this post I am describing how can we Update the Custom Field Value in Zoho Inventory. // Get Org ID orgid = organization.get("organization_id"); // Field Value resvp = ifnull(item.get("purchase_rate"),null); // Record ID iid = item.get("item_id");
                                  • Deprecation of the Zoho OAuth connector

                                    Hello everyone, At Zoho, we continuously evaluate our integrations to ensure they meet the highest standards of security, reliability, and compliance. As part of these ongoing efforts, we've made the decision to deprecate the Zoho OAuth default connector
                                  • Alphabetically

                                    How can i arrange alphabetically - (Manage Manufacturer) Field in Item Master 
                                  • Spotlight series #6: The Show app for Android TV has a new look!

                                    Hello everyone! We are delighted to introduce our revamped and redesigned Show app for Android TV.  Smart TVs are exploding in popularity. Android TV alone has over 110 million active monthly devices. Zoho Show, as part of a constant effort to improve
                                  • Can i set a default value for country and state in address field in zoho creator?

                                    Can i set a default value for country and state in address field in zoho creator?
                                  • Convert HTML to PDF & Send as Email Attachments in Zoho Creator (Deluge)

                                    This approach is useful for sending welcome letters, instructions, or promotional offers after order creation. // 1. Define the variables using the submitted input customerName = input.Customer_Name1; orderID = input.ID; customerEmail = input.Email_Address; //
                                  • Redirect after submission is not working after a few submission

                                    I have setup redirect url correctly and everything works as expected. However, it seems that there's a limit to the number of submissions before the redirect stops working. After the "limit" is reached, the page redirects to a seemingly zoho hosted page,
                                  • Enhancement Request for Multi-Asset Work Order Feature

                                    Hello Latha, Thank you for your continued support. The multi-asset Work Order feature is extremely helpful. I did some testing based on our requirements, and during the process, I noticed a few areas where we need your team’s support to improve the feature
                                  • Marketing Tip #8: Run limited-time offers

                                    Exclusive offers that don't last long make shoppers purchase right away instead of waiting. Run a flash sale or limited-time discount to convert interest into sales. Try this today: Set up a "Buy X Get Y" coupon in Zoho Commerce valid for a limited time
                                  • Add Option to Mass Dispatch by User

                                    Hello! We are using the dispatch console to dispatch service appointments to our service ressources. Right now, the process is our dispatcher verifies each ressource's route for the day and dispatches it after validation. Sadly, there doesn't seem to
                                  • Free webinar: Zoho Sign unwrapped – 2025 in review

                                    Hey there! 2025 is coming to an end, and this year has been all about AI. Join our exclusive year-end webinar, where we'll walk you through the features that went live in 2025, provide answers to your questions, and give you a sneak peek on what to expect
                                  • Zoho Projects - Email notification relabelling of modules not present on default templates

                                    Hi Projects Team, I noticed that in the default email template notification, the word "bug" was not renamed to the lable I am using in my system. As many users may used the Bugs modules for various purposes including Changes, Revisions, Issues, etc...
                                  • Publish to LinkedIn via API

                                    Hi, Is it possible to publish a job opening to LinkedIn (paid job slots) if creating a job opening via api / deluge function? Or is the user required to manually publish via the job boards process? Many Thanks Adrian
                                  • Include the "Added Email ID" to the Filters of a Report

                                    Hi, With a Report and lots of entries, a normal thing is to filter entries by the submitter, but that is not included in the Auto Filter of Reports and you can't add a custom filter to a Report without specifying the actual value. I would like to be able
                                  • Loops in Deluge

                                    Hi, Can someone tell me how I do a simple loop in deluge? For example, if i have a variable "X" containing a number of loops to perform, i would like to perform an action X amount of times. X = 10; do while (Y < X){       // ... do something } to further explain, the equivalent in PHP of what i am trying to acheive would be: $X = 20; for($Y = 1; $Y < $X; $Y++ ){       // ... do something } Thanks
                                  • I am facing a problem with an if-else condition

                                    If I use if, else if, and else conditions in Deluge with the same variable name, sometimes the variable causes an error because the same variable name is present in every block
                                  • Zoho Projects - Reply by email to @ mentions posted on the Feed.

                                    When mentioning someone on the Feed (Status), it would be great if that mentioned person could reply to the email notification to update the Feed thread.
                                  • Zoho Analytics Bulk Api Import json Data

                                    HI, I’m trying to bulk-update rows in Zoho Analytics, and below are the request and response details. I’d like to understand the required parameters for constructing a bulk API request to import or update data in a table using Deluge. Any guidance on
                                  • Record Overseas Transactions Along with CC charges

                                    Hi All, We receive payments via stripe in multiple currencies and stripe takes around 2.5% fees. The amount is settled in INR into our local bank. What should be the currency of the income account used for Stripe payments? Here is a sample flow that we
                                  • Next Page