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            Give Customers Access to Your Knowledge Base Through Help Center

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            Give Customers Access to Your Knowledge Base Through Help Center

            A help center is a public-access, self-service site that makes it easy for people to find answers for themselves. Instead of filing cases through customer support, visitors find the information they need from the articles that you make available from your knowledge base. You reduce the load on your customer support team, and folks get the satisfaction of finding their own solutions.

            Required Editions

            Available in: Essentials, Enterprise, Performance, Unlimited, and Developer editions

            Use the new Help Center template to create a help center in minutes. When your help center is in place, use a guided setup to step through help center configuration. The guided setup offers links that take you to relevant locations in the help center’s user interface.

            Tip
            Tip If your needs change, you can move from a help center template to another kind of customer portal. A process is available in the Administration Workspace for making the switch.

            Before You Begin

            Here are some facts to help in your decision to select the Help Center template.

            • Help Center offers limited support for standard components. For a list of supported components, see Which Components Can I Use with Each Template?
            • Help Center is a public-only template, which doesn’t include the site login page.
            • Only specific object pages are fully supported, but the template lets you create other standard and custom object pages. For a list of supported pages, see Help Center Template Pages.

            Before you create your help center, there are a few actions you can take to prepare the way.

            Enable Salesforce Knowledge in Your Org

            Before you can create a help center, Knowledge must be enabled for your org, and you must enable the Knowledge org preference. It’s also useful to have a robust collection of Knowledge articles with a focus on solutions to common problems. Ideally, you already have Knowledge enabled along with a large collection of helpful articles. The main purpose of your help center is to give the public easy access to this useful information.

            Plan your knowledge base and set up visibility for your data categories

            The simpler your data is structured, the easier your help center is to navigate. Make the right content available to the public. You can choose the types of articles to make public so nothing sensitive or proprietary is at risk.

            List the topics you intend to cover in your help center

            Topics are the foundation of your help center. They make it easy for customers to discover all the information that you provide about a given subject. Talk to your customer support team about the things people ask about most. Base your Featured Topics selection on the most frequently asked questions. If you like, your topics can have a hierarchical structure—for example, you can set up topics with subtopics.

            Set up an article layout specifically for your help center

            The way an article is laid out can affect how easy it is to access the article’s data. Don’t hide the lead. Consider offering a summary section at the top so customers can get to basic information quickly.

            Note
            Note In Summer ’18, we increased the limits on articles and translation languages for some editions. It’s useful to know for your help center planning.
            • Essentials: 500 Articles, 1 Language
            • Enterprise: 50 K Articles, 5 Languages
            • Unlimited 150 K Articles, 10 Languages

            Gather your resources

            Upload the text and image files you plan to use in your help center to your org.

            • For the Featured Topics component, upload 250-by-250-pixel images—one for each featured topic. You can have up to 25 featured topics, but consider using fewer to keep your help center easy to navigate.
            • Upload images for your help center's logo, login page background, and page header. Your help center images are a branding opportunity, so make them attractive and representative of your brand. The header can be a GIF, JPG, or PNG file with a maximum file size of 20 KB.
            • Upload an HTML file 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.

            See Also

             
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