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  • 1.  Best practices for knowledge articles

    Posted 07-14-2025 15:52
    No replies, thread closed.

    I am currently working on improving our knowledge articles and would greatly appreciate your guidance. Are there any best practices or guidelines that you recommend for creating and maintaining high-quality knowledge articles?


    #ConversationalAI(Bots,AgentAssist,etc.)
    #DigitalChannels
    #Implementation

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    James Rice
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  • 2.  RE: Best practices for knowledge articles
    Best Answer

    Posted 07-15-2025 09:25
    No replies, thread closed.

    Hello James,

    I would recommend checking out this article on Knowledge article question and answer creation tips.

    At the bottom, there is a section labeled Best practices that says:

    • Focus on the most common questions. Most customer inquiries revolve around a relatively small set of questions. For example, a knowledge base with a higher top three recalls and 100 question and answer articles that correspond to 80 percent of customer questions is more beneficial than 1,000 question and answer pairs that correspond to 90 percent of customer questions. 
    • Keep your questions short. 
    • Don't cross-reference other question and answer articles within a single answer. 


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    Jason Kleitz
    Online Community Manager/Moderator
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    Original Message


  • 3.  RE: Best practices for knowledge articles

    Posted 07-24-2025 10:23
    No replies, thread closed.

    Aside from the link Jason gave you, Here are my 2 cents (or a nickel):

    • Make sure you use the new version of the knowledge that allows for content searching.  If you don't have that selected, you will need to export your KB and import into a v.2 version with Content Search selected.  Not having this will not allow for the article to be searched by the AI - only questions or phrases.
    • Don't use one- or two-word questions or phrases - try to make them unique
    • Insist on your agents using Feedback and turn on feedback if used in a bot
    • Continually check Knowledge Optimizer for unanswered questions and add them to existing or create new
    • Add variations of the content for Agent CoPilot, Bot Flows, and Digital Bot Flows to match the presentation of the information.  CoPilot can be longer and richer, bot flow content should be short and to the point, and Digital Bot flows should be concise and presentable in a small window.  Remember that digital and bot flows and both be used in digital channels like SMS, so test what it looks like with 144 characters
    • Avoid large graphics or videos as these have to be downloaded to be presented.  Keep it simple with PNG or links to external media.
    • Have a curation process where contributors can submit articles, but only editors can publish.  
    • Use tools like Content Intelligence from Shelf.io to look through your articles for duplicates, PHI/PII data, writing level/consistency, and other factors that come about when you have multiple authors working on articles.  


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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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    Original Message


  • 4.  RE: Best practices for knowledge articles

    Posted 07-25-2025 09:36
    No replies, thread closed.

    Good points. Thank you, Robert!



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    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
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    Original Message


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