How customers use your Knowledge Base

Knowing how customers find answers helps you decide where to put content. Here's what customers see and how they move through your help center.

Home page

Customers land on your home page, which shows:

• Your logo and help center name

• A hero with a heading and a search box

• Main cards for Getting started, FAQ, and Request for Help

• Browse topics, a card for each top-level topic

Search

Customers can search from the home page and from the navigation on any article.

• Search starts once a customer types at least two characters.

• Results show matching published articles.

• Before typing, customers may see Suggested articles.

• Search only includes published articles in your navigation. Page storage drafts never appear.

Tip: Use the words customers use in titles and headings so search matches their queries.

Browsing topics

Selecting a topic opens its collection page, which lists the topic's articles and any subtopics. The Knowledge Base navigation sidebar shows the full tree of topics and articles, so customers can jump between them. On phones, the navigation opens from a menu button.

Reading an article

Each article page includes:

• The article content, with headings, lists, tables, images, videos, cards, and accordions

• On this page, an outline built from the article's headings for jumping to a section

• Copy code buttons on code blocks

Asking for help

When customers can't find an answer, they select Request for Help or Request help to open your request form. The request form is a separate page, so customers can always go back to the Knowledge Base.

Your address

Customers reach your help center at your Supahelp address, such as acme.supahelp.app, or at your custom domain, such as help.acme.com. If you connect a custom domain, visitors to your Supahelp address are redirected to it automatically.