I’m looking for clarification on Zendesk’s current terminology around Knowledge, based on how the Product Guides are currently structured.
In the Product Guides, Knowledge now appears as a clearly defined area under “Using Guide,” with its own sections for roles, permissions, analytics, external sources, AI-powered search, and content management. This suggests that Knowledge is being treated as a distinct product capability, not just a generic term for articles or content.
At the same time:
- Guide appears to be the primary interface where admins and agents create and manage knowledge
- Help Center appears to be the customer- or employee-facing site where that knowledge is published and searched
- Knowledge base is commonly used to describe the organized collection of articles (categories, sections, articles)
- Knowledge is used both as a product label and as a general term, depending on the context
This differs from older guidance where these terms were often used interchangeably, and it makes it harder to clearly explain Zendesk architecture, ownership, and governance to internal teams.
Questions:
- Is Knowledge now officially considered a Zendesk product capability, with Guide as the management interface?
- How does Zendesk recommend customers distinguish between Knowledge, Guide, and Help Center when documenting their Zendesk setup?
- Is there (or could there be) a single reference or glossary that clearly defines these terms and how they relate to each other?
Clarification here would be very helpful for administrators managing permissions, governance, and AI usage across Zendesk.
Thanks in advance.
AJ