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            Create a Help Center

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            3. Experience Cloud

            Create a Help Center

            Set up a help center to give guest users access to the knowledge articles that you choose. Help users find solutions, and give them a way to contact you when the answer isn’t available. This topic is for you if your org uses Classic Knowledge.

            Required Editions

            Available in: Essentials, Enterprise, Performance, Unlimited, and Developer editions
            User Permissions Needed
            To create a help center
            • Create and Set Up Experiences

              AND

              Customize Application

              AND

              View Setup and Configuration
            To work with topics in the site's content management system (CMS)
            • Create Topics
            • Merge Topics
            • Delete Topics
            • Edit Topics

            Before you begin, review the topic, “Introducing Help Center”, and take the advance steps it discusses.

            This topic steps you through help center creation when your org uses Classic Knowledge. Generally, you create your help center site using the Help Center template, and then configure it using a guided setup.

            1. In your org, go to Setup | All Sites and click New.
            2. Click the Help Center tile, and then click Get Started.
            3. Enter a name for your help center, and then complete the help center URL.
            4. Click Create.
            5. Go to your help center’s Experience Workspaces, and click the Guided Setup tile. Then click the Help Center guided setup tile.
            6. On the Help Center guided setup tile, click the Guided Setup link.
              This step launches the guided setup. The setup steps you through configuring your help center. Each step includes a link to the location in the help center user interface where you can do the configuration described in the step. Guided setup steps include:
              • Creating topics and assigning featured topics
              • Mapping topics to data categories
              • Setting up a Customer Support page
              • Setting up your Home page
              • Configuring search
              • Configuring any other pages you want to include in your help center
              • Doing some final configuration in the help center’s Workspaces
              • Previewing and publishing your help center
            7. Create topics and assign featured topics.
              Topics are the fundamental unit of organization in your help center. Ask your customer support team about the situations they get called about most. Use their ideas to create topics that are of great interest to customers seeking solutions. Have 250 x 250 pixel images on hand for each featured topic. These images add to the look and feel of your help center. Create an FAQ topic that you can use as a default topic. Create an FAQ article for your help center with useful, general information.
              1. Go to Experience Workspaces, and click the Content Management tile.
              2. Click the Topics tab, and then click Topic Management.
              3. Add topics to your help center.
                Topics can be hierarchical, so you can add both topics and subtopics.
              4. Still in the Topics area of Content Management, click Featured Topics and Set Up Featured Topics.
            8. Map topics to data categories using Automatic Topic Assignment.
              To make your articles visible in the help center, use data categories to automatically assign multiple topics to articles. This step is crucial. Salesforce Knowledge uses data categories to classify articles and make them discoverable. When you map topics to a data category, any article that uses the category also uses the topics that are mapped to it. Check the box for Assign this Topic to all existing articles. This step adds help center topics to existing articles and automates publishing to the help center.
            9. In Experience Builder, open the Contact Support page, and set up the Contact Support and Case Deflection components.
              Your help center offers a Contact Support page that you set up in Experience Builder. The page comes with Contact Support and Case Deflection components. Case Deflection brings up articles and other resources that are related to the information a guest enters in the contact support form. For the Case Deflection component, set the default topic for “No Content” to your new FAQ topic. When guests come across a topic with no articles, they see your FAQ topic. Assign the FAQ topic to at least one article that contains lots of useful general information.
            10. In Experience Builder, configure your home page.
              Get your image and HTML files ready to upload. The images are for your help center's logo, login page background, and page header. The header can be a GIF, JPG, or PNG file with a maximum file size of 20 KB. The HTML file is for your page footer.
              Note
              Note Your default view of the help center includes the footer: Powered by Salesforce. You can easily delete it or replace it with your own footer content.
              1. Go to Settings | General, and give your guest user profile read access to your Help Center data categories.
              2. Click The Theme icon in Experience Builder the Theme icon, and configure your theme. Add a logo and login background image, select colors and fonts, and tweak Theme Settings.
              3. Configure page components to apply your company’s brand to your help center. For example, in the default theme, add images to the Hero Header and Hero Background components.
            11. In Experience Builder, open the Home page, click the Global Search for Peer-to-Peer Sites component, and configure its properties.
              Under Autocomplete Search, select Limit autocomplete search results to Discussions and Articles.
            12. Set up the other pages in your help center to look the way you want.
              Check out these useful help center pages: Topic Detail, Contact Us, and Article Detail. For the Knowledge Article component, clear the Allow Voting property. The votes of public users aren’t counted.
            13. In the Administration Workspace, click Preferences, and select Give access to public API requests on Chatter.
            14. Preview, publish, and activate your help center.
            15. Publicize your new help center. For example, share your help center URL with visitors to your company website.

            See Also

             
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