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What you can do

Turn a frequent question into a clear answer customers can use. Where to find it: Knowledge → Articles

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Before you start

  • A knowledge centre and collection.
  • Author access; review or publication permission when required.

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Steps

1
Select New article and choose its collection and language. Use a title phrased like the customer’s question.
2
Write a short summary, then numbered steps and the expected outcome. Add helpful links or approved attachments and review the address slug.
3
Save a draft and preview its content. If your centre requires review, submit it and wait for approval.
4
Publish an approved article or set a publication time. Set an unpublish time only when the information should expire.
5
Open the public article as the intended reader. After changes, review and publish the updated version; unpublish information that is no longer correct.

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Example

How do I update my delivery address? explains where to click, which orders are eligible and what to do if the parcel has shipped.

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Things to know

  • Draft, in review and published are different states. Saving does not necessarily publish.
  • AI knowledge answers need accurate, accessible source content; writing an article alone does not enable AI.

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What happens next

The approved answer is accessible at its published address to the correct audience.

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If something goes wrong

  • Publish unavailable: check your role, review state and required fields.
  • Link not visible: check schedule, language and collection access.

Create and organize your help centre

Give customers a searchable place to find answers before contacting your team.

Translate help articles consistently

Maintain several languages and keep product terms consistent.

Find missing answers and improve your help centre

Use feedback and unanswered questions to decide what to write next.