How to Create Your Content in Talla
Your knowledge base is a collection of articles about your business. You may have articles relevant to supporting your customers, your sales team, or even finance and HR documentation.
Talla finds answers to your questions by looking at your knowledge base and extracting relevant blocks of content from each article (more on this below). By organizing your knowledge into blocks, you give Talla the opportunity to identify and surface the most specific answer it can to your end-users. Simply put, the more organized your content, the better Talla is!
What is a Content Block?
Talla allows you to organize information into Content Blocks within a page. Content Blocks are denoted by Header 1 to Header. 5 Headers and the content underneath each header. A page can have multiple Headers but a Content Block has only one at each level. The Content Block can contain lower-level sub-content blocks, lists, tables, paragraphs, links, and automation. The Content Block is the unit of information evaluated and returned for any user request.
What are the best practices for Content Blocks?
- A Content Block should be clear, concise, and accurate
- Each section should cover a discrete topic with a unique value
- When users ask questions or search the Knowledge Base, the Content Block, or Blocks that best match their request will be returned.
- If the Content Block has a large amount of information it will be truncated within chat and a link will be given to the user to view in Talla.
What is the difference between Header 1, Header 2, Header 3, Header 4, and Header 5?
- Headers are a way to organize your content and impact how Talla will deliver information to the requester.
- A page can exist without headers, but if a header is present, there must be at least one "Header 1" header type.
- Headers are nested hierarchically, that is Header 5 has to be part of a Header 4, and so on till there is a Header 1 type at the top of the nested headers.
- If a request matches a subheader, that header is provided to the user.
- However, If a request is better answered by a parent block, then that block and all its child blocks are presented to the requester.
- You can use sub-headers to organize different questions related to things like different product lines, upcoming sprint launch, customer success status updates, etc.
For FAQ Content
- If the knowledge block is for a Question and Answer pair be sure to set the header of the Content Block as the Question and the paragraph as the answer.
- Each block should answer a specific question.
- For the best results for your users, consider using Who/What/Where/When/Why type questions.
Talla is able to break down your content all the way to the Header 5 level and return individual blocks of content as answers to end-users.
1. A user asking a question that is best answered by the nested Header 4 block:
2. A user asking a question that is best answered by the full Header 1 block:
Page Properties contains 3 features to help you manage and organize your content.
- Verify - allows you to set notifications for a given user or users to validate that your content is up-to-date.
- Category - allows you to label your content. Using Categories is a great way to keep your KB organized.
- Access - allows you to set access controls on who can see your content.
PRO TIP: When creating a page, use the verify option to be sure your content is kept up to date. We have several options whether it be weekly or monthly verifications. Great for product releases and FAQs that become outdated over time.