Service Desk · Module
Help Center & Docs
Approved, versioned help content for customers and for AI answers
Help Center & Docs publishes approved, versioned help content to a public site, the portal and an in-product widget, and to AI as grounding for Helpdesk and Copilot. It closes the loop from ticket gaps and community answers to articles.
What it does
Help Center & Docs gives customers a branded place to find answers and gives AI a trusted source to cite. The module is eligible from W2 and planned to be built in W3. In Year 1, customers get Knowledge answers with citations in the chat widget and portal, and AI article drafts are reviewed in Knowledge.
Articles are stored as Knowledge documents, so there is one source of truth. The Help Center owns presentation and publishing: layout, sites, URL slugs, redirects, feedback, changelog and API reference.
Authoring and review
The article editor supports rich text, callouts, images, video embeds, tables and code blocks, with drafts, versions, compare and restore. Articles move through draft, in review, approved, published and archived, with reviewer assignment and scheduled publishing. When a collection requires review, the approver must be someone other than the author. Publishing is blocked if the PII scanner finds personal data.
Publishing
Collections and sections can be ordered with icons, and each brand can have its own help centre. The public site runs on a custom domain with brand theme, SEO metadata, sitemap, canonical URLs and breadcrumbs. Visibility can be public, portal users only (optionally by company or segment) or internal only. Accessibility checks run at publish.
Search, AI and deflection
Search returns an AI answer that cites only articles the viewer is allowed to see, along with helpfulness feedback and deflection tracking. A contextual help widget suggests articles inside the tenant's product or website and hands off to chat or a ticket. Contact support pre-fills a ticket with the search query and the articles viewed.
Closing the loop
Gap-to-article turns Helpdesk gap clusters and accepted community answers into drafts with the source tickets linked and PII removed. Publishing marks the gap closed. Freshness controls add owners, review-by dates, stale alerts, broken link checks and product-version tags. Only published versions are used for AI grounding.
Languages and migration
Language variants link to one master, with translation drafts using a glossary and translation memory. A person approves each language, and variants are flagged when the master changes. Imports from Zendesk Guide, Freshdesk Solutions and Zoho Desk KB are planned with 301 redirects so old URLs keep working.
Features
What Help Center & Docs includes
Article editor
Rich text, callouts, images, video embeds, tables and code blocks with drafts, versions, compare and restore.
Review and publish workflow
Draft, in review, approved, published and archived, with reviewer assignment and scheduled publishing.
Collections and per-brand help centres
Ordered collections and sections with icons, and a separate help centre per brand.
Public site on a custom domain
Brand theme, SEO metadata, sitemap, canonical URLs and structured breadcrumbs.
Visibility controls
Public, portal users only (by company or segment) or internal only, checked at render and at retrieval.
Gap-to-article
Helpdesk gap clusters and accepted community answers become drafts with linked source tickets.
AI search answers and deflection
Cited answers from viewer-visible articles, helpfulness feedback and deflection tracking.
Contextual help widget
Article suggestions inside the tenant's product or website with handoff to chat or ticket.
Multilingual articles
Language variants of one master with glossary and translation memory; human approval per language.
Migration with redirects
Import from Zendesk Guide, Freshdesk Solutions and Zoho Desk KB with 301 redirect mapping.
Article freshness
Owner, review-by date, stale alerts, broken link checks and product-version tags.
Analytics
Views, zero-result searches, helpfulness, deflection, AI citations and tickets after reading.
Changelog and release notes
Release notes with email subscription.
Accessibility checks
Alt text, heading order and contrast checks at publish.
Workflow
Article lifecycle
- 1
A draft starts from a gap cluster, community answer, manual writing or import
- 2
If the collection requires review, a reviewer comments or approves
- 3
The approved article publishes to the site, portal, widget and AI index
- 4
Feedback, citations and deflection are tracked
- 5
Stale or unhelpful articles return to draft
- 6
Archived articles leave the site and AI index, and redirects are kept
AI
AI skills and Digital Employees
Article drafts from gaps
Drafts articles from gap clusters or accepted answers with linked tickets and PII removed.
Cited search answers
Answers searches using only articles the viewer can see.
Translation drafts
Drafts language variants with glossary and translation memory; never auto-published.
Freshness and contradiction detection
Flags articles that conflict with newer policy or other articles.
Digital Employees that use this module
- Knowledge Curator
- AI Knowledge Base Curator
- AI Technical Writer
They act through the same governed Actions as people; risky steps wait for approval.
Frequently asked questions
Is the Help Center part of Year 1?
No. It is eligible from W2 and planned to be built in W3. In Year 1, cited Knowledge answers appear in the chat widget and portal, and AI article drafts are reviewed in Knowledge.
Can machine translations publish automatically?
No. Language variants are drafted with your glossary, but a person approves each language before it publishes.
Will our old help article URLs keep working after migration?
Imports from Zendesk Guide, Freshdesk Solutions and Zoho Desk KB are planned with 301 redirects on your custom domain, subject to each source's export API.
See Help Center & Docs in your workflow
Tell us about your team and the outcomes you want. We will walk you through the apps, the Digital Employees and the plan for your industry.