Create a "Content Standard Checklist) for knowledge articles in ZenDesk (AQI/Content Standards)

Phase 2- Knowledge Management

There should be a "Content Standard Checklist process" For all published knowledge articles.
Typically this can be Article Quality Index / Content Standards

• https://support.zendesk.com/hc/en-us/community/posts/6819015949466-Introduce-a-Content-Standard-Checklist-app-in-Guide

• https://library.serviceinnovation.org/KCS/KCS_v6/KCS_v6_Practices_Guide/030/040/010/065

The Content standard Checklist would be:

• Article Meets Quality Standard
• Article Unique. <-- We need to check that we do not have duplicates!
• Content complete (is the article fully completed before publishing)
• Content understandable (Can a customer understand what the article is about and how to do something?)
• Links in the article valid? (do they work, can a customer get to the link?)
• Title accurate (is it descriptive enough)
• Keywords (Content tags/Label) added

By having this, we standardize on articles and article quality. Scores provide quantifiable data to track content quality month over month (and years).They help us to identify trends, measure improvement initiatives, and compare performance across different authors. The Scores also help us to look at areas of improvement (where we have gaps), helps us determine where opportunities may be.