Write for the support decision
A useful article states when it applies, the safe steps to take, what result to expect, and when the issue should be escalated. Keep policies and privileged actions explicit.
Choose the correct visibility
Visibility and publication state are enforced with the organization boundary. An article from one client is never used for another client's widget or AI context.
- Public and customer-facing articles can appear in the widget Help Center.
- Published non-restricted articles can support AI retrieval for the same organization.
- Restricted content stays out of public Help Center search.
- Draft articles are not treated as approved guidance.
Maintain the article
Add a clear category, concise summary, useful search terms, and a review date. Update or unpublish instructions when the product changes. Repeated draft edits and search gaps are signals that an article needs attention.