Create and publish a Help Center article
Before you begin
Choose the customer task and verify the current service requirements. Use an account allowed to edit knowledge. An article about a product or payment should describe actual supported behavior, not a planned feature or a provider promise you have not confirmed.
Write the article
1. Open **Help Center → Articles** and choose **New article**.
2. Select the collection and a suitable type: Article, Guide, or FAQ.
3. Enter a task-focused title and a short description.
4. Write the requirements, numbered steps, expected result, and common problems.
5. Add useful tags and related articles.
6. Review the Details panel before saving.
Choose the audience
Check **Article visibility**, status, and AI-use controls. Customer-facing instructions, unlisted reference material, internal staff policy, and AI-only material have different audiences. Do not make internal procedures public simply to make them easier to find.
Save and review
Use **Save draft** while preparing the content. Review the article in its preview, including links, formatting, examples, and any sensitive data. When it is ready, use **Publish** and confirm the published status. Changing the editor text without saving does not update the published answer.
Verify where customers see it
Open the customer-facing Help Center or the relevant chat search using the intended customer audience. Check the title, collection, links, and the next action. AI readiness and customer visibility are separate checks; a published article does not necessarily qualify for every chat audience.
Keep examples safe
Use fictional names, reserved example domains, and generic order references. Exclude customer records, credentials, payment details, and private supplier information. A useful screenshot should show the relevant control without exposing unrelated data.