Currently in the Knowledge Team, several quality bars (QB) are enforced to measure the quality of Knowledge Architects' (KA) output, and the results of which are translated into weekly metrics, i.e. First-Time Acceptance Rate (FTAR). As a KA, it is important that you observe our existing quality bars but ultimately, your goal should always be to write articles that help the customer, and not to simply pass a set of checks on a QB.
The help center articles we write should be just that; helpful! They provide value to customers and reduce their effort by preventing them from logging a ticket, looking up the information they need online or spending an unnecessary amount of time trying to figure out processes or issues on their own.
Additionally, the quality bars we currently use are not set in stone; they are subject to continuous improvement to match the latest process changes, requirements and automations in Central Support. Regardless of how much our quality bars change, the articles we write should always be:
- The article carries the correct information as per its title and intended objective.
- The information in the article is technically valid and specifies the conditions or environments in which it is applied.
Articles should always be professionally-written, using a clear English that's free from grammatical mistakes and semantic ambiguity.
Tip: Grammarly can help you catch most grammatical mistakes and typos. It can also catch instances where you might be overly wordy or have run-on sentences.
Complete yet Concise
An article must be both:
- complete: can stand on its own without further context; it fully addresses an issue or topic and is not missing any steps or information that's crucial for it to meet its intended objective.
- concise: straight to the point and does not carry any information that is irrelevant and unnecessary for the reader to understand the article.
The reader should be able to easily:
- find an article by its title.
- find an article by searching for relevant keywords.
- find content within an article using keyboard shortcuts (ctrl+f).
Note: Using the correct labels in Zendesk also contributes to the searchability of an article. Check out the Article SEO Best Practices to learn more about content searchability.
Articles must always display a logical order of:
- sections: content is presented in a format that is easily followed by readers. For more information, see our templates for training articles and solution articles.
- steps: any sequential steps are presented in their correct order of application.
Note: We can slightly deviate from the existing templates if the end-result is going to make the article better. For example, Overview sections can be omitted from short articles, provided that the objective of the article is explicitly stated in the title.
Articles must be well-presented, leveraging typographical emphasis, lists, tables, screenshots, gifs, videos and more (where necessary) to deliver knowledge in its most appropriate medium and enhance the overall experience of our readers.