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.
XBuddy does not yet have a branded public Help Center site. Only public read APIs exist (categories, article list, article detail); outside readers cannot comment or send feedback. “No-result search” reporting is in development. All management happens in the Knowledge app at /knowledge.
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
Full feature reference
| Nav item | Path | Description |
|---|---|---|
| Articles | /knowledge/kb | The authoring workspace — create, edit, categorize, and publish help articles; manage the draft→published lifecycle and categories. |
| Reports | /knowledge/reports | Analytics on article views, search terms (including no-result searches), and “Was this helpful?” feedback scores. |
| AI Hub | /knowledge/automation/agents | AI-driven content-gap detection, article-improvement suggestions, and draft assistance based on reader search behavior. |
| Workflows | /knowledge/automation/workflows | Automated review/approval routing before publishing, and post-publish notifications. |
| Settings | /knowledge/settings | Configure article public visibility, categories, tags, access, 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. |