ARTICLE SUMMARY
This article explains how to use labels, what they are, labels versus tags, and our Help Centre's labelling system. You can also find related articles at the end of the article.
TABLE OF CONTENTS
What are Labels?
Labels are single or multi-word phrases that are added to articles in our Help Centre. The purpose of labels are to sort related articles into lists, increase search engine results, and to influence our Answer Bot results.
It is very easy to create, add, and remove labels from articles. All you have to do is scroll down to the labels section on the right menu when in editing mode. From their, all you have to do is click the 'X' to remove the label, type the already created label to add, or type in a new label.
If you have to create a new label, I recommend to keep them one word. If you need more than one word, use an underscore (_) to separate the words. But again, keep them concise.
You can also use more than one label on an article. The purpose of this is to influence their search relevance. For example, if you have an article about the security of an Office365 product, you might want to have both the Security and Office labels to help the article pop-up for users.
Labels vs. Tags
It is common to get mixed up between labels and tags. Labels are for articles, and tags are for tickets. Tags are similar to labels as both are used to sort large amounts of information.
We have lots of labels already made for our Help Centre. They include:
- Dynamics
- General
- Office
- OneDrive
- Outlook
- Power_automate
- Security
- SharePoint
Labelling System
I have created a labeling system for our Help Centre. It is fairly simple, and there is lots of room for labelling freedom. I will explain how our Help Centre is currently using labels to help you figure out how you should label your own articles! If there any concerns, feel free to submit a ticket.
Firstly, our main use of labels is to help the Answer Bot pull articles. Please take the time to read how our Answer Bot functions here.
The Answer Bot uses the articles as lists to pull articles and recommend the most relevant to users. So, if you notice in the General category of our Help Centre, there are a variety of sections. The sections include:
- Outlook
- General
- OneDrive
- SharePoint, etc.
And if you recall the list from the previous section, you will notice that these are also labels! Each article is given a label that is the title of their section. This is so the Answer Bot can access all of articles in each section, and you can create article lists for each section.
The only exception is the Office label. You will notice that we don't have a section called Office (or while I am writing this article). Instead, it acts like a sub-label for the General section. Lots of the articles in the General section are Office365 related, but instead of creating a new section, we just gave them their own label.
So, if you create your own label, either give it a premade label as well, or you need to add the new label to the Answer Bot if you want this new article to be recommended to users. Again, follow this link to learn how to do that.
Lastly, I want to discuss restricted articles. Restricted articles are the articles with permissions of IT Staff Only and Admin and Agents. In the General category, all the articles in each section have their section title as a label, including the restricted articles. However, the articles in categories Admin Only and IT Staff Only do not have labels. This means that those articles cannot get recommended by our Answer Bot, but the ones in the General category can (not to regular users, need permission).
RELATED ARTICLES
Here you can find related articles about labels from ZenDesks website. If you still have concerns, feel free to submit a ticket with our Help Centre or with ZenDesk.
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