In the Help Center component, you navigate through the different publishing features.

This area of the helpdesk is divided into 4 sections; Publish, Community, Glossary, and Templates. Which you move between using the tabs and ⋮ menu at the top of the panel:

Publish

Publish is where you create, manage, and publish different types of Help Center content. This includes your Knowledgebase, News, Files, and Guides.

The Publish tab is made up of Content, Search, Labels, and Translate. Which you navigate between by selecting them from the dropdown menu:

Content

Content is where you create, edit, manage, and organize the different types of content you want to create and your publishing workflows.

The other sections in the Content menu are:

• Comments - Which contains all the comments that have been added to any of your content, or any that need to be reviewed.

• Drafts - Where all the drafted content in the helpdesk is organized This is separated into your drafts, all drafts globally, and any pending articles which by default are added to this section.

• Publishing Workflows - You can action content that requires review, approval, or has been automatically unpublished here. This area is helpful for keeping Help Center content up to date and to a high standard.

Search

You can created Search categories for your Help Center content, which filters the different content published on your Help Center by the criteria you specify.

These Searches are generated using FQL queries.

Labels

Labels let you filter your content by the Labels you have added to them internally. For example, if you add the Label billing to every Knowledgebase Article that discusses Billing it lets you easily find all the content about that subject.

Translate

This section of the Publish interface lets you manage the different translations of your Knowledgebase content in one place.

Community

The Community section is where you create and manage Community Forums.

The Community tab is made up of Forums, Search, and Labels. You move between these using the dropdown menu:

Forums

Your Community topics can be grouped via the Forum they were submitted to, this helps you find Community topics that relate to a specific product or service as they can be made into separate Forums.

From this area you also manage:

• Community Workflows - Manage topics or comments that have been submitted to your Forums if they require review.

Searches

Searches allow you to group Community topics by highly specific criteria this could allow you to quickly find any submissions that are suggestions or improvements across your entire Community for all your products or services.

Community Searches are also generated using FQL queries.

Labels

Agents can also apply Labels to Community posts so that they can be grouped with similar topics or issues.

Glossary

This is where you can build branded Glossaries. Add terms and definitions from this area of the interface to appear in your Knowledgebase Articles.

Templates

Create and manage any Templates that are used across your various forms of Help Center Content.