Choose the audience
Visibility is enforced inside the active organization boundary. It does not make an article available to another AppsResolve tenant.
- Public articles may appear in customer-facing help surfaces when published.
- Customer-facing articles are intended for the organization's customers and may also appear when published.
- Internal support articles can help authorized reviewers but stay out of the public Help Center.
- Restricted articles are excluded from public search and should be used for tightly controlled content.
Choose the lifecycle state
Only published public or customer-facing articles can appear in the widget Help Center. A draft or archived article is not approved customer guidance.
- Draft means the article is still being prepared or reviewed.
- Published means the current version is approved for its selected audience and eligible product workflows.
- Archived removes outdated guidance from active use without presenting it as current documentation.
Use the narrowest safe setting
Start imported ticket histories, account procedures, and privileged actions as internal support or restricted. Move content to a customer-facing audience only after removing customer-specific details, internal-only instructions, and unsupported promises.
Control the support widget separately
A published public or customer-facing article can be added to or removed from the support widget without archiving it or removing it from approved AI retrieval. Select one or more articles in the Knowledge Base, then use Add to widget or Remove from widget. Imported drafts must complete the publishing review before they can appear to customers.