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

    Nederlandse Hulpbronnen


      • Recent Topics

      • Free webinar: ‌Focal point: Building a financial ecosystem with Zoho Vault and Zoho Workplace

        Hi everyone! Cyber threats against the financial sector are escalating. In the last two decades, nearly one-fifth of reported incidents targeted financial institutions, causing $12 billion in direct losses. Cybercriminals are becoming more sophisticated,

      • New features in Zoho Vault

        We’re thrilled to introduce a wave of powerful updates in Zoho Vault, designed to enhance security, streamline workflows, and improve your overall experience. Let’s dive into what’s new! Folder creation restrictions Limit who can create folders in your

      • Join our World Password and Passkey Day expert Q&A 2025

        Hey everyone! World Password and Passkey Day is almost here, and there's no better time to talk about something we all rely on daily—secure authentication. Did you know that a staggering 60% of hacking-related breaches are tied to weak or stolen passwords?

      • Dashlane discontinued its free plan: Here's why Zoho Vault's free plan is worth the switch

        Hey everyone, Dashlane password manager has officially announced that its free plan will be discontinued starting September 16, 2025. This change means that current free users will need to either upgrade to a paid subscription or export their data and

      • Introducing SecureForms in Zoho Vault

        Hey everyone, Let’s face it—asking someone to send over a password or other sensitive data is rarely straightforward. You wait. You nudge. You follow up once, twice—maybe more. And when the information finally arrives, it shows up in the worst possible

      • Clickjacking: Zoho Vault's Response

        Issue: Password manager browser extensions are found to be vulnerable to clickjacking security vulnerabilities that could allow attackers to steal account credentials, TFA codes, and card details under certain conditions. Reported by: Marek Toth, Independent

      • Free webinar: Security that works: Building resilience for the AI-powered workforce

        Hello there, Did you know that more than 51% of organizations worldwide have experienced one or more security breaches, each costing over $1 million in losses or incident response? In today’s threat landscape, simply playing defense is no longer enough.

      • Free webinar—Redefining workforce security with Zoho Vault: Passwords, passkeys, and multi-factor authentication

        Hi everyone! Did you know that in Q2 alone, 94 million data records were leaked globally? Behind every breach is a combination of poor password habits, phishing attacks, privilege misuse, and simple human error. The fallout—including reputational damage,

      • Fill Colors

        Hello, Just curious, is it possible to manage the Used and standard colors in the fill drop down menu ? I would like to change/edit them is possible to colors I frequently use. Thanks for you reply, Bruce

      • Client scripts for Zoho Books ?

        Good day everyone, I am looking for a way to be able to interact with the Quotes and Invoices as they are being created. Think of it like Zoho client script in Zoho CRM. But for the life of me I dont see a way to do this. The issue with having function

      • Fillable template with dynamic tables?

        Is there a way to build a fillable template so that users can add rows to a table? To describe what I'm trying to accomplish the table has 3 sections; a header row, some number of rows with custom information, and a summary row with totals. I can't figure

      • Invoicing multiple expense items as a single line item

              My client would like me to invoice them for multiple expense items on a single line item on an invoice.  Can this be done?  I know I can import billable expenses to an invoice, but I don't know how to show them as a single line item or have them

      • Tables improvement ideas / features

        Heya, I've been using Zoho Tables for a few months now and wanted to post some features that I think will be greatly beneficial for the tool: 1. Ability to delete a record in automation or move a record in automation. - Usecase: I move a record from one

      • Announcing offline payment modes for event tickets

        Hello everyone,   Collecting ticket payments from prospective attendees can be a tricky part of event planning. While Zoho Backstage has always allowed you to collect payments online as people buy tickets from your event microsite, we have now enabled

      • Gmail is ramping up its email sender policy from November 2025

        Hello marketers, As you may be aware, Gmail introduced a guideline for bulk senders starting February 2024. If not, here's a quick refresher straight from Google: After this policy was announced first in 2023 and soft-implemented in February 2024, we

      • Deluge Error Code 1002 - "Resource does not exist."

        I am using the following script in a Custom Button on a Sales Return. Basically, the function takes the information in the sales return (plus the arguments that are entered by the user when the button is pushed) and creates a return shipping label via

      • Is there a list of Zoho Icons?

        Is there a list of Zoho Icons you can reference: i.e. business-gold is <image marginRight='7px' color='#2A70E7' bgColor='#FFFFFF' width='52px' height='52px' type='icon' value='business-gold' size='24px' cornerRadius='26px' iconType='solid' /> Thanks!

      • Item images

        Can we get an "On hover" expanded image for items please ?

      • Ability to Create and Manage YouTube Video Chapters in Zoho Social

        Hi Zoho Social Team, How are you? We would like to request an enhancement to Zoho Social that would allow users to create and manage YouTube video chapters directly within the platform. Currently, Zoho Social does not support manually adding chapters

      • What happens to my current site SEO if i opt for zoho creator?

        I have an existing website and I need to use Zoho creators for the rapid creation of my webpage creation. Currently, my IT team is creating the web pages, but I am concerned about the SEO of my current website if I shift to zoho will i loose it all?

      • Automatic Portal invite

        We have numerous customers we move through a blueprint in deals, when they get to a certain point we need to give them portal access, how can this be done through deluge or a workflow?

      • Preview Emails with Merge Fields before sending

        Hello, Are there plans to preview an email with merge fields before sending out? Currently, all you see in the preview are the merge field values, but before I send out the email I want to make sure the merge is working. Also, the saved emails only show

      • User Filter not selecting All Items

        We are encountering 2 issues when using the user filter. When users are trying to search using the filter option, the OK button is grayed out. Users have to unselect or make a change before it filters properly. 2. When filtering and the OK button works,

      • Support Nested JavaScript Variables in PageSense Pop-up Targeting

        Hello Zoho PageSense Team, I hope you're doing well. I’d like to request a feature enhancement for the PageSense pop-up targeting functionality. Current Limitation: Currently, PageSense pop-ups can be triggered using simple JavaScript variables. However,

      • Cannot Invert Axis for Rankings

        Hi there I want to be able to create a ranking graph in Analytics/BI, with 1 at the top of the Y axis, but I am unable to invert the axis. Super simple example in Excel below. Higher rankings need to be higher up on the graph to give the correct visual

      • How to copy value from a single line field into a picklist field within a module's subform?

        Hello there, I have a single line field in a module's subform. I would like the value in the field to automatically update a picklist field within the same subform (both have items with the same names). Is this possible via function? Unfortunately, workflows

      • Committed Stock and To Be Received Stock via API?

        Is it possible to retrieve Committed Stock and/or To Be Received Stock for an Item via the API? I want to use this information for calculating the amount of inventory needed to be purchased.

      • Creating Email template that attaches file uploaded in specific field.

        If there's a way to do this using Zoho CRM's built-in features, then this has eluded me! I'm looking to create a workflow that automatically sends an email upon execution, and that email includes an attachment uploaded in a specific field. Email templates

      • Marketer’s Space - Automate a Personalized Holiday Workflow with Zoho Campaigns

        Hello marketers, Welcome back to another post in Marketer’s Space! From Thanksgiving through Christmas, you have a flurry of opportunities to connect with your audience. In this post, we’ll see how you can plan an entire month-long automated workflow

      • Service Account Admin for API Calls and System Actions

        Hello, I would like to request the addition of a Service Account Admin option in Zoho product. This feature would allow API calls and system actions to be performed on behalf of the system, rather than an active user. Current Issue: At present, API calls

      • Sorting columns in Zoho Projects

        Hi, In project management best practice, sorting columns (ascending, descending) is an important tool. Sorting dates to see the order of tasks starting, sorting on priority or even on planned hours is a must for an efficient project control. Currently,

      • Zoho CRM - Calendar Cards View - Let Users Decide What Is Displayed On Calendar Entries

        Imagine planning your week of face-to-face meetings across three counties. You’re trying to group appointments by location to make the best use of your time, but Zoho CRM’s calendar doesn’t show where each meeting is happening. You’re left trying to remember

      • Zoho Inventory - How to pay a supplier up front then receive multiple deliveries

        How do we manage situations where we pay a supplier up front, then the receive the products in increments? Example Workflow: Create Purchase Order > Receive Bill for full amount > Receive Items 2 or more deliveries. Currently, once a Bill is created against

      • How can I add or change the active customer in Zoho Projects?

        I'm trying to change the customer in an active Zoho project. Is it possible to add or change the customer?

      • What happens when someone clicks 'unsubscribe' in a zoho CRM email

        Hello, As per, i am going round in circles trying to find an answer to these 2 question. I have an email template that has an unsubscribe link in the footer in zoho CRM. First, what happens when someone clicks it - where does the contact get unsubscribed

      • Zoho CRM - Scheduled Reports Which Contain Chart

        Hi Zoho CRM Team, I'm requesting that the Report Export and Scheduling feature be enhanced to include a chart, if one has been created on a report. At the moment I have a report which shows Sales This Week by Deal Owner and a pie chart at the top of the

      • Can I add Conditional merge tags on my Templates?

        Hi I was wondering if I can use Conditional Mail Merge tags inside my Email templates/Quotes etc within the CRM? In spanish and in our business we use gender and academic degree salutations , ie: Dr., Dra., Sr., Srta., so the beginning of an email / letter

      • Cadences

        I have just started using Cadences for follow-up up email pipeline. Is it just me or do you find the functionality very basic? For example, it will tell me (if I go looking for it) if someone has replied to a follow-up and been unenrolled; but it won't

      • Canvas View in Zoho Recruit

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

      • Zoho Inventory - Move Orders

        Quick question about Move Orders... Why is there no status to say something like "Draft", "In Progress" and "Completed", similar to Transfer Orders? I'm assuming that when something needs to be moved it should be planned in Inventory, executed and then

      • Next Page