Platform capability · Knowledge Base
Help articles and documentation your customers can search
A knowledge base for product documentation, help articles, runbooks, onboarding content and customer FAQs. It has nested categories, full-text search, draft and published states, view counts and helpfulness feedback. Customers read and search it in the customer portal, and operators write and edit it in the operator console.
Customers browse published categories, search articles and say whether an article helped, all in the portal. Operators create, edit, publish and archive the same content in the operator console. Help shown in context inside each product page is a separate, planned addition.
An article moves from draft to published and can later be archived. Only published articles appear to portal readers. View counts and helpful or not-helpful feedback show which material is useful. Named approvers, review steps, a status for each language and rollback tools are not part of the product today.
The knowledge base and ticketing are part of the same support service and customer portal, so customers can search for an answer before they open a ticket. Automatic article suggestions while a ticket is written, and recommended linked articles, are planned.
Additions that extend the capability described above.
A solution architect will demo the live service against your domain model.