Plan requirement
| Subscription | Any plan |
| Access | Agent |
Your help centre is three things at once: articles, a request form, and increasingly the source your AI answers from.
What it contains
- A knowledge base. Articles in categories and sections, public or restricted.
- A request form. Where customers submit a ticket.
- The customer portal. Where they follow their own requests.
- A community, optionally, where customers talk to each other.
Why it is worth the effort
A question answered by an article costs nothing and scales without limit. That is the obvious argument, and there is a second one that has become more important.
Your articles are what an AI agent quotes and what Copilot suggests to your agents. A thin knowledge base produces thin AI answers, so investment here now pays twice.
Internal as well as public
Articles can be restricted to agents. That makes the help centre the place internal procedures live, rather than a shared document nobody can find, and it means agents look in one place instead of two.
Where it is managed
Knowledge, reached from the product tray rather than from Admin Center. That catches people out regularly: it is the one configuration area that does not live with the others.
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