Help Center
The Help Center (public Knowledge Base) is your customer- and end-user-facing self-service documentation site. You author help articles, group them into categories, and publish them so customers can search and read answers on their own — reducing support tickets.
It is maintained by support leads, product marketers, and technical writers, and read by your customers and external users.
The Help Center is external-facing. For an internal team wiki with the same tools but a private audience, use the Knowledge (Team Knowledge Base) app instead.
Key Features
- Rich article authoring with a draft → published lifecycle
- Category and sub-category organization for browsable structure
- Full-text search across all published articles
- Reader feedback (“Was this helpful?”) captured per article
- Article analytics — views, search terms, feedback score
- AI Hub for gap detection and article-improvement suggestions
- Workflows for review/approval before publishing
- Public URL for external readers; no login required to read
Important features
Authoring and publishing an article
Write once, publish for every customer.
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Go to /knowledge-base/articles and click New Article.
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Give it a title, pick a category, and write the body in the rich editor (headings, images, code, callouts).
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Save as Draft to preview, or route it through a review workflow if required.
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Click Publish — it becomes visible in the public Help Center immediately and is indexed for search.
Organizing categories
Give readers a browsable structure, not just a search box.
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In /knowledge-base/articles, open the Categories panel.
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Create top-level categories (e.g. Getting Started, Billing, Troubleshooting).
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Add sub-categories and drag articles into them.
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Reorder categories to control the public browse order.
Search and reader feedback
Understand what readers look for and whether articles help.
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Readers use the Help Center search bar; matching published articles rank by relevance.
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Each article shows a Was this helpful? prompt capturing yes/no + optional comment.
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Review feedback and top search terms under /knowledge-base/reports.
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Use low-score articles and no-result searches as your editing backlog.
Closing content gaps with AI
Turn reader behavior into an action list.
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Open /knowledge-base/ai (AI Hub).
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Review the content gap report — searches that returned no article, and articles with poor feedback.
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Accept a suggestion to draft or improve an article.
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Publish the fix; the gap clears on the next analysis.
Full feature reference
| Nav item | Path | Description |
|---|---|---|
| Articles | /knowledge-base/articles | The authoring workspace — create, edit, categorize, and publish help articles; manage the draft→published lifecycle and categories. |
| Reports | /knowledge-base/reports | Analytics on article views, search terms (including no-result searches), and “Was this helpful?” feedback scores. |
| AI Hub | /knowledge-base/ai | AI-driven content-gap detection, article-improvement suggestions, and draft assistance based on reader search behavior. |
| Workflows | /knowledge-base/workflows | Automated review/approval routing before publishing, and post-publish notifications. |
| Settings | /knowledge-base/settings | Configure the public site (branding, visible categories), search behavior, feedback prompts, and publishing permissions. |
Integration points
| Module | How the Help Center connects |
|---|---|
| Service Management | Support agents link Help Center articles in ticket replies; deflect tickets with self-service |
| Communications | Customer portal and email can surface relevant articles |
| Knowledge (Team KB) | Internal drafts can be promoted from the team wiki into public help articles |
| Analytics | Article and search metrics feed reporting |
| Approvals / Workflows | Publish gating routes drafts through review |
Related AI agents
| Agent | What it does here |
|---|---|
| Knowledge Curator | Detects search gaps and stale content, suggests new or improved articles, and helps keep the Help Center accurate and complete. |
Common workflows
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Deflecting a recurring support question
- Notice a repeated ticket topic in Service Management.
- In /knowledge-base/articles, draft an article answering it.
- Publish it under the right category.
- Support agents link it in replies; ticket volume for that topic drops.
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Content refresh from search data
- Open /knowledge-base/reports and sort by no-result searches.
- Draft articles to cover the missing topics (AI Hub can assist).
- Improve low-feedback articles flagged by Knowledge Curator.
- Republish and track feedback recovery.
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Reviewed publishing
- Author a Draft.
- Trigger the review workflow in /knowledge-base/workflows.
- Reviewer approves.
- Article auto-publishes to the public site.
FAQ
Q: Do customers need an account to read the Help Center? No. Published articles are public and readable without login. Authoring and analytics require staff permissions.
Q: How is the Help Center different from the Knowledge app? The Help Center is external (customers). The Knowledge app is an internal team wiki. Same authoring tools, different audience and visibility.
Q: Can I require review before an article goes live? Yes — configure a review/approval workflow in /knowledge-base/workflows so drafts must be approved before publishing.
Q: Where do I see what readers search for? /knowledge-base/reports shows top search terms, including searches that returned no results — your gap list.
Q: Can the AI write articles for me? The AI Hub can draft and suggest improvements based on gaps and feedback, but a human publishes. Review AI drafts before making them public.
Q: Can I move an internal wiki page to the public Help Center? Yes — promote a Knowledge (Team KB) draft into a Help Center article, then categorize and publish it for customers.