- Welcome
- Getting started 2 min
- Main content
- Optimize your knowledge for AI 24 min
- Wrap up
- Course summary 4 min
- Share your feedback 5 min
- Congratulations 1 min
Optimize your knowledge for AI
Prepare your content for artificial intelligence and deploy smart tools to empower your agents and customers.
Get ready to unlock the power of AI in your knowledge base. In this course, you will format your categories and articles so they are easy for AI to read and process. We will show you how to connect external knowledge sources and activate Copilot in the Agent Workspace. You will leave ready to launch self-service deflection tools that resolve tickets faster.
Learning Objectives
By the end of this course, you will be able to:
- Apply naming, organization, and formatting best practices so your help center content is easy for customers, agents, and AI to find and use.
- Unify external and internal knowledge sources using Connectors.
- Configure the Knowledge panel and Copilot to empower agents to resolve tickets using AI-ready content directly in the Agent Workspace.
Audience
This course is intended for administrators.
Prerequisites
We recommend completing Building your knowledge foundation before starting this course. You'll also want to be familiar with Zendesk Knowledge and have access to Admin Center.