Feature Update as of July 2025:
This is where you'd announce if there's been an update to a feature so that customers know something has changed.
This will not be used on every article, but will be used quite a bit as the different products are making updates to their systems.
📝 Overview
This is an overview of what the main parts of an article should look like. There will be additional titles/aspects added based on the content, but this is a great starting point for the aspects that we standardize.
🔐 Authorizations
This is the section where you add in anything the customer needs to know about specific authorizations needed to access whatever feature the article is about.
Click the arrow to view permissions needed to edit Help Center Articles
Click the arrow to view permissions needed to edit Help Center Articles
Always make your instructions clear, and include screenshots to make it easier for the customer to understand.
🛠️ Setup
This is the section where you may have some different sub-titles that are needed. Below are a few examples.
📍 Where
Click the arrow to learn how to turn the feature on
Click the arrow to learn how to turn the feature on
This is where you'd have verbiage regarding how to navigate to whatever part of the system they need to in order to turn on access to this feature / where to start this setup process.
➕ How to Add a New One
Click the arrow to learn more about how to add a new one of this feature
Click the arrow to learn more about how to add a new one of this feature
Include step by step instructions:
Please click Button to add a new thing.
Next, scroll down the page and click into the text box and type in your name.
When finished, click Done.
Always include screenshots and/or a video when applicable.
✏️ How to Edit an Existing One
Click the arrow to learn how to edit an existing one
Click the arrow to learn how to edit an existing one
Same type of concept here, not going to write too much in the description.
📊 Reporting
This section may not be applicable to every article. Depending on the report, you can either list it here with a description and a screenshot, or you can link out to a larger reporting page if one exists. Here's an example: Dash Booking Reports
👩💻 Customer View
Add a quick description here and then depending on what this looks like for what you're working on, you can add in step by step instructions for how to view this within a collapsable section, or solely include pictures (ex: screenshot of an email sent out to a customer).
⍰ FAQs
Click the arrow to view frequently asked questions
Click the arrow to view frequently asked questions
Who has access to edit Intercom Help Center articles?
The CX Content Team and CX Directors / Managers have access to edit Intercom Help Center articles.
Who can I ask for special access?
Permission is needed from your supervisor, and then requested through the CX Ops team.
Why is access locked down to certain people?
There is a certain standard we're trying to set for all of our articles moving forward, so we want to ensure they're done the correct way to optimize the experience for our customers and accuracy for Fin AI.
Want to learn more about the standards that our team follows? Click the button below to view the Help Center article.