Help centre

Knowledge helps you create, organise and share useful information from your Helplexa workspace.

You can use it to build internal documentation for your team and publish customer-facing help centres containing answers, guides and troubleshooting information.

What can you create?

Every Knowledge area is organised into knowledge bases.

Your Internal knowledge base is private to your workspace. Use it for team processes, internal guidance, product information and anything else your customers should not see.

You can also create public knowledge bases for customer-facing content. Each public knowledge base can have its own name, categories, articles and appearance and look and feel.

Organise articles with categories

Categories make it easier for readers to find related information.

For example, you could create:

Products

• Knoweldge

• Chat Widgets

• Integrations

Accounts and Billing

Troubleshooting

Getting Started

Categories can contain articles and subcategories, helping you keep larger help centres organised.

Create and publish articles

The article editor lets you write and format helpful content, including:

• Headings and paragraphs

• Bulleted and numbered lists

• Links

• Images

• Step-by-step instructions

Articles can be kept internal or published for customers, depending on the knowledge base and the visibility you choose.

You can also highlight selected articles on a public support homepage so important information is easier to find.

Create a public support site

A public knowledge base can be shared as a Helplexa-hosted support site.

You can customise its appearance, welcome area, colours, categories, useful links and contact banner to create a help centre that suits your business.

Visitors can browse categories, search for answers and tell you whether an article was helpful.

See what changed

Knowledge activity records important changes made within a knowledge base, including creating, updating and deleting content or settings.

Workspace owners, admins and managers can use this history to understand what changed and who made the change.

Who can manage Knowledge?

What someone can do depends on their workspace role:

• Owners and admins can create and manage knowledge bases.

• Managers can manage articles and categories within existing knowledge bases.

• Agents can view available Knowledge content without changing it.

Start building your Knowledge area

Open Knowledge from your Helplexa workspace to view your knowledge bases.

A good first step is to add a category for one of your products or common support areas, then create an article answering a question your customers frequently ask.