FAQ and troubleshooting
For anyone whose article is not showing up, whose Publish button is grey, or who is unsure which of three similar words means what.
I do not see the Help center tab
The Internal / Help center tabs appear only once a knowledge base is public. Open Support → Support settings → Help center and switch one on under Published knowledge bases. See Make it public.
An article is not on the help center
Check these in order:
- Status. It must be Published, not a draft or archived. The publish bar above the article says Live on … when it is.
- Visibility. Open Share; it must be Everyone in org. The dialog's last line tells you whether the page is Visible on the public help center and, if not, why.
- Knowledge base. The page's knowledge base must be Public in the Help center settings. Moving a page to an internal knowledge base takes it offline.
- Time. The help center's navigation refreshes within about five minutes of a change. The article itself is reachable by its link straight away.
Publish is greyed out
Hover the button; the tooltip gives the reason. Either the knowledge base requires an approved review (request one, or ask an owner or admin to publish), the last approval has expired or the page was edited after it, or a Blocking change request is open. See Reviews before publishing.
Help center, site, knowledge base: which is which?
A help center (or site) is one public website with its own address, branding and domain. A knowledge base is a wiki workspace whose published pages are served on exactly one site. One site can serve several public knowledge bases. See Key terms.
Where did my pinned pages go?
Pin for everyone and My pins are internal: they shape the wiki's Internal tab and nothing else. The public home page uses Featured articles, chosen on the Arrange page or with Feature on home. See Featured on home.
I cannot feature another article
Featured holds six articles. Remove one on the Arrange page first. Drafts cannot be featured until they are published.
A category is missing from the home page
Either it is Hidden from home (open its page or the Arrange page and choose Show on home) or it has no live articles. Hidden categories still open from search and from their link.
The order on the help center does not match the wiki
They are the same order, so refresh the public page; the navigation is cached for a few minutes. Articles can only be reordered within their own category, and categories among their siblings.
My domain stays on Pending DNS
Expand DNS records and compare each record with what your provider shows. Name / Host is relative to the zone; some providers want the full hostname instead, which is shown beneath it. DNS changes can take a few minutes to propagate; click Verify again later. See Use your own domain.
Visitors do not see Ask AI
Three things must be true: AI answers is on, Conversational chat is on, and the visitor is signed in to the portal. Signed-out visitors see a Sign in to chat with the assistant page instead. AI features also need the AI plan feature. See AI answers and Ask AI chat.
A search with no results keeps showing up
Write the article. Write article on the Help center tab, on the SEO health page and in the analytics starts a page titled with the exact search. The suggestion on the Arrange page offers to feature it afterwards.
Where do contact form submissions go?
Each one becomes a ticket in your support inbox, under the brand whose help center it came from. The visitor receives a confirmation email with the reference number. Screenshots become attachments.
The preview link stopped working
Preview on help center links expire after 24 hours. Open the draft and create a new one.
I renamed an article and the old link is in an email
Old addresses redirect to the new one automatically. Nothing to fix.
Can I hide one article from Google?
Not on its own. Let search engines index this site applies to the whole site. Unpublish the article, or keep it in an internal knowledge base and share it with the portal users who need it.
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