Zendesk Guide EAP - Content Blocks
For a long time, customers have wanted a better way to manage content that is common in multiple articles and across help centers. Things like common troubleshooting steps, rules & regulations, etc. can now be placed in a content block, and then inserted into articles across multiple Help Centers. Blocks are centrally managed and when updated, changes are populated into all articles where they are placed.
Need more detail on how it works?
Once you enter into the EAP, you'll have an ability to upgrade articles to be able to use blocks. Click the upgrade article button and you will taken a new experience where you'll have an ability to create, edit and insert blocks into the article. You'll be able to upgrade articles one at a time.
If for any reason you run into issues with blocks or the EAP, you can downgrade the article and go back to the current way of working with your article.
Is this available to everyone?
This is a closed early access program. We will be reaching out to customers individually and working with them on this early access program.
Our goal is to move to an open EAP with a larger group of Guide Enterprise customers.
This being an Early Access Program, are there limitations with the product?
There are a number of limitations today with how content blocks work and we're looking for your feedback on how best to solve some of them.
Today we only support rich text in content blocks, but we are working to quickly add images as part of content blocks as well
Agents & Managers have access to create and edit all content blocks
Content blocks can be created for any locale you support and used in translations and articles in any locale. There is not currently an ability to create an associated translation of a content block in another locale. But you can create another block in any supported locale. For example, if you create an en-us block, you can place that block into an en-gb, en-ca, fr or any other translation you like. If you want to create a french translations of that block, just create a new fr block and place it where you like.
Existing translation workflows:
If you use an API based integration for translations, this should still work but updates from the translation service would overwrite any blocks you may have edited and placed in the translation. For example, if I create an `en-us` article that uses blocks and the translation service picks this up over the API and sends back a `de` translation, everything should be just fine. If you in the mean time update that de translation to include a block and the translation service updates a that translation afterward, the block won't be preserved.
This is an Early Access Program, we expect that there may be some bugs in the system. We'd appreciate any feedback and reproduction steps if you run into unexpected issues.
What is expected of me?
There are a few things we ask:
1. Provide feedback on the feature, ease of use, and documentation
2. Report any bugs
3. Be open to working very closely with us, initially and ongoing through this stage
4. Willingness to get it wrong, in order to make it better
Ready to take part?
All you have to do is fill in some information and you're ready to go!
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