Automated knowledge base content updates

Purpose

1.1. Ensure aeromodel shop support content (FAQs, troubleshooting, tutorials, part specs, warranty info) always reflects newest inventory, customer queries, and service updates across all channels (website, community forum, helpdesk, store screens, email).
1.2. Inform staff/customers in real-time about changes in product specs, recalls, service routines, best handling/storage, and regulatory updates.
1.3. Reduce manual update workload and prevent outdated or redundant guidance, leading to faster, more accurate responses.

Trigger Conditions

2.1. New product added, modified, or discontinued in inventory management or e-commerce.
2.2. High-volume customer contact themes detected (email, chat, social media, calls).
2.3. Supplier or manufacturer pushes an update (parts notice, manual revision, safety alert).
2.4. Scheduled review cycle (e.g., weekly sync, quarterly audit).

Platform Variants

3.1. Zendesk Guide
• API: Help Center Management (articles, sections, categories).
• Sample: PATCH /api/v2/help_center/articles/{id}.json to update content.
3.2. Intercom
• Feature: Articles API.
• Sample: POST /articles to create or update knowledge base articles.
3.3. Freshdesk
• API: Solutions Articles.
• Sample: PUT /solutions/articles/{article_id} for article updates.
3.4. Salesforce Knowledge
• API: KnowledgeArticleVersion object (REST API).
• Sample: PATCH /services/data/vXX.X/sobjects/KnowledgeArticleVersion/{id}.
3.5. SharePoint
• API: REST API for Site Pages.
• Sample: PATCH /_api/web/lists/getbytitle('Site Pages')/items({id}).
3.6. Confluence
• API: Content (Pages).
• Sample: PUT /wiki/rest/api/content/{id} to update support pages.
3.7. WordPress (with KB plugin)
• REST API Extension: wp-json/wp/v2/kb_article.
• Sample: PATCH to /kb_article/{id}.
3.8. Shopify
• API: Online Store Content (Pages API).
• Sample: PUT /admin/api/2024-01/pages/{id}.json.
3.9. Wix
• Wix Content Manager API.
• Sample: PATCH /v1/datasets/{datasetId}/items/{itemId}.
3.10. Helpjuice
• API: /articles endpoint.
• Sample: PATCH /api/v1/articles/{id} for KB updates.
3.11. HelpDocs
• API: /articles.
• Sample: PUT /v1/articles/{id} with new data.
3.12. Notion
• API: Pages Update.
• Sample: PATCH /v1/pages/{page_id} to refresh KB.
3.13. Document360
• API: /articles.
• Sample: PUT /api/articles/{id}.
3.14. ServiceNow
• API: Knowledge Management Service.
• Sample: PUT /api/now/table/kb_knowledge/{sys_id}.
3.15. Guru
• API: Cards.
• Sample: PATCH /v1/cards/{card_id}/content.
3.16. Bitrix24
• API: Knowledge Base.
• Sample: PUT /rest/{user_id}/kb.update.
3.17. LiveAgent
• API: Knowledge base.
• Sample: PUT /api/v3/knowledgebase/articles/{id}.
3.18. Zoho Desk
• API: Articles.
• Sample: PUT /api/v1/knowledgebase/articles/{article_id}.
3.19. Gorgias
• API: Help Center.
• Sample: PUT /help_center/articles/{id}.
3.20. Drupal (with KB Module)
• REST API: /node/{nid}.
• Sample: PATCH for KB node update.
3.21. GitBook
• API: /spaces/{spaceId}/content.
• Sample: PUT to update section content.
3.22. Google Sites (G Suite)
• API: Sites API.
• Sample: PATCH /sites/{siteId}/pages/{pageId}.

Benefits

4.1. Content is always accurate, minimizing customer frustration and support load.
4.2. All channels reflect current product/service status for staff and community, eliminating mixed messages.
4.3. Drives self-service, reduces repeat tickets, and frees up resources for complex service needs.
4.4. Accelerates onboarding and troubleshooting for both staff and hobbyists, building engagement.