Zendesk Knowledge

Build the skills you need to create and manage a high-performing knowledge base powered by AI. In this learning path, you'll start by designing a solid foundation—mapping categories and sections using ticket data, configuring user segments to control who sees what, and customizing your help center's theme for accessibility and discoverability. Next, you'll optimize your content for AI by applying formatting best practices, connecting external knowledge sources, and activating Copilot in Agent Workspace so agents can find trusted answers directly in their workflow. Then, you'll learn how to sustain success over time by setting up Team Publishing workflows, managing stale content with verification rules, configuring localization, and building a data-driven improvement loop using analytics. When you finish the path, you'll put your skills to the test in a realistic cumulative assessment and earn your Zendesk Knowledge badge.

Audience

This learning experience is meant for administrators and knowledge managers.

Duration

Approximately 2 hours 15 minutes

Prerequisites

No previous knowledge or experience are necessary. Admin access to your Zendesk instance and help center is helpful for following along.