Zuora’s commitment to your success goes beyond the product, and includes the help resources and support you experience. In this Table Talk, we’ll update you about different ways we have been working to improve the customer experience through faster support resolutions, clearer reference materials and guidance, and easier access to learning materials. You’ll also get an inside look at what’s coming next to help your teams get answers and upskill faster.
On December 10, 2025, the Zuora Community hosted a Table Talk focused on how Zuora is evolving its self-service help and support experience. The session featured the latest updates with Product Help and Education Services, Support Operations, and Zuora University teams.
The teams emphasized their unified goal: to deliver the best user support experience for customers and partners.
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Vision: A Unified, AI-First Help Experience
Zuora acknowledges that the current self-service experience across the Community, Zuora University, the support portal, and documentation is often fragmented.
The vision is to deliver a unified, AI-first help experience:
- Consolidation and Unification: To simplify the process of finding answers, regardless of the entry point.
- AI-Assisted Knowledge: Using AI to intelligently surface appropriate, accurate, and valuable content from all sources (documentation, training, support knowledge base, community).
- Contextual Help: Providing in-product answers with citations, related to the page the user is currently on.
- Single Access Point: Future plans include rolling out a global navigation feature in the product that will enable a unified menu for all in-app help options.
Reference Documentation Update
The team announced the successful launch of the new product documentation portal, docs.zuora.com, in early October 2025. This new site has now completed the entire content migration from the previous Knowledge Center and is the primary source for reference documentation.
Next Steps for Documentation:
- Cleanup and Refinement: Teams are diligently working to fix broken/missing links and refine search capabilities following the migration.
- Streamlining Content: There will be an intense focus on streamlining procedural descriptions to ensure procedural documentation (step-by-step guides) is ready to support future contextual help experiences.
- API Docs Evaluation: Zuora is aggressively evaluating the integration of API reference documentation and other developer content onto the new documentation platform.
Support and Search Enhancements
The Support Operations team shared several recent and future updates designed to improve the support experience:
- New Intelligent Search: An AI-based, natural language search engine has been launched. It federates across all content sources and tries to solve the user's question by providing steps and possible solutions directly in the search results.
- AI Email Agents: AI agents are live and reply to email tickets by discovering ticket intent and suggesting possible solutions to users, along with a link to the source information.
- In-Tool Support Portal: Work is moving forward to migrate the Support Portal directly into the Zuora product. This will provide significant advantages by automatically recognizing the logged-in user's role and tenant for better, faster assistance.
- Future Development: The team is currently testing a live, conversational AI agent that would sit in the support portal, allowing customers to resolve issues through an interactive conversation.
Zuora University and Training Updates
The Zuora University team is implementing several changes to enhance learning and certification:
- Virtual Live Classes (VLCs) Expansion: VLCs are now available for all implementation starter classes (previously self-study only). VLCs are also being scheduled for APAC and EMEA time zones.
- Immediate Exam Option: Attendees of VLCs are now offered the option to take the certification exam immediately after the class ends.
- Exam Prep Sessions: Monthly, hour-long exam preparation sessions are being offered for the four core courses (Billing 101/201, Revenue 101/201).
- Partner Portal Dashboard: A new feature connects Zuora's learning management system data to the Partner Portal, providing dashboards for individual partners to track their badges/certifications, and for training managers to view account-level training status.
- OneID Single Sign-On (SSO): Early next year, Zuora University will be accessible through OneID, simplifying access and guiding users to the correct site and content based on their user type and subscription.
- New Foundation Tier and Customer Certifications: Planned for early next year, this change involves a full redesign, better pricing, and the reintroduction of Customer Certifications (not just badges) after the 201 level courses.
- In-App Learning Notifications: Zuora University will begin piloting in-app notifications (pop-up banners) that offer short, contextual video snippets related to the action a user is performing in the app (e.g., watching a video on reversing credit memos when navigating to the Credit and Debit Memos page).
Feedback and Next Steps
The teams reiterated that continuous feedback is essential to improving the self-service experience. Customers are welcome to provide specific feedback via the Docs portal mechanism or by emailing the teams directly: