| name | create-or-update-a-help-center-article |
| description | Turn a verified product behavior, resolved issue, workaround, or recurring customer question into a clear help-center article or update. Use when customer-facing documentation is missing, stale, duplicated, or hard to find; verify current behavior and the right reviewer before publishing. |
Create or Update a Help Center Article
Create customer documentation that is accurate, findable, and easy to follow. Start from verified
current behavior, not one support reply that happens to sound confident.
1. Confirm the knowledge is ready
Identify the customer problem or task, verified answer or resolution, affected product version or
configuration, audience, and source owner. Use the complete resolved case, approved product docs,
release information, or a current product check.
If the answer is still disputed, temporary, customer-specific, or awaiting a fix, prepare internal
notes or a clearly maintained known-issue draft rather than presenting it as stable guidance.
2. Check the existing help center
Search the help center using the customer's language, exact errors, product terms, and common
synonyms. Decide whether to create, update, merge, cross-link, or retire content. Prefer improving
the canonical article over creating another near-duplicate.
Use approved search or support analytics when they reveal how customers phrase the question or
where an article fails. Do not include private customer or account details in reusable content.
3. Draft for the customer task
Choose the smallest useful format: how-to, troubleshooting guide, FAQ, known issue, or reference.
Lead with the task or symptom. Use numbered steps for sequence, bullets for options, exact UI labels,
and error text where it improves findability.
For a procedure, include prerequisites, the steps, what success looks like, and the most relevant
recovery path. For a known issue, include current status, affected scope, workaround, and last
verified date without promising an unapproved fix timeline.
4. Verify the draft
Check the steps against the current product or authoritative source. Strawberry may navigate the
visible product in an approved test account so the user can inspect the path or take over. Recheck
links, screenshots, permissions, plan or role assumptions, terminology, and any destructive or
irreversible step.
Deliver the draft with title, audience, category, search terms, sources, last verified date,
existing content affected, and the required product, Support, Legal, Security, or other reviewer.
5. Publish only after review
Creating or editing a draft, changing an existing article, publishing, archiving, and announcing it
are separate actions. Follow active scoped permission for the exact help-center space and article,
and verify any completed change.
After publication, preserve the accepted structure and source rules. A maintenance Routine may
surface stale links, changed product behavior, repeated low-helpfulness searches, or recurring
tickets, but should prepare updates for review rather than silently changing customer guidance.
