Deflect tickets with findable, accurate articles.
“Right info, right user, right time” via smart IA and search.
Templates, workflows, versioning, and localization that keep KBs clean.
Context-sensitive tips and embedded help that shorten onboarding and reduce friction.
Deploy a governed, scalable portal with best-practice IA, article templates, analytics, and localization. Ideal when you want a fast, standardized portal without building from scratch or duct-taping multiple tools.
We’ll integrate IA, templates, and workflows in these systems when required—but our first recommendation is Congility for cleaner governance, faster launch, and lower lifetime maintenance.
What We Do: Define platform requirements, audiences, and success metrics.
Outcome: Prioritized roadmap + implementation plan.
What We Do: Build taxonomy, templates, and metadata for task, FAQ, and reference content.
Outcome: Consistent, searchable content structure.
What We Do: Write or migrate content; add screenshots, links, and localization.
Outcome: Complete, reusable article library.
What We Do: Deploy on Congility or integrate with SharePoint, Zendesk, or ServiceNow.
Outcome: Live portal with analytics and feedback loops.
What We Do: Define ownership, SLAs, and continuous improvement metrics.
Outcome: Sustainable self-service experience with measurable ROI.
Answers to the most common questions about launching your knowledge base or online help portal.
Yes. We decompose long manuals and PDFs into single-topic web articles designed for faster search and easier updates. Redirects and canonical links preserve your existing SEO and history.
Yes. We can work with your developers to implement context-sensitive help targets for linking from your application to the online help or deliver content to be placed in the application.
Absolutely. Launch a Congility base portal with a minimal information architecture and your top 50 deflection topics. Then expand with analytics-driven insights.
Online Help is task-focused assistance embedded in or linked from your product. It delivers “the right info to the right user at the right time,” so people can complete real tasks without leaving the flow. Modern Online Help includes conceptual, procedural and reference content.
To determine if you need an online help, a knowledge base or a documentation portal, you must think about the type and amount of content you have, the requirements of the system, how the users will access and use it, and the tools you need to create it.
| System | Content Management | Technical Background | User Interaction | Tools |
|---|---|---|---|---|
| Online Help | Task-based documentation for a single software application. Typically, <1000 topics/pages. | Context-sensitive help function integrated with the application. Typically, a static website, not a database. CSS-driven design. Limited security. | Accessed while using the software involved from the product interface (F1 key, Help link, app panel). Users looking for information about a specific software application. Just-in-time documentation. | MadCap Flare RoboHelp |
| Knowledge Base | Stand-alone articles and reference information. Documentation for using multiple products or services. Internal Support team documentation. | Information needs to be closely tied to the Help Desk or CRM systems. No more than 3 levels of hierarchy required. Deployed standalone and closely related to previously held fixes. Limited customizations. | Registered users have access at any time. Users looking for information about your product and services. Need fast or just-in-time documentation. | Help Desk Knowledge Base Confluence SharePoint Knowledge Base Atlassian Knowledge Base |
| Portals | All types of content. Documentation for using multiple products or services. Typically, >1000 topics/pages. Ideal for very large documentation sets. | Role-based access controls. Advanced search and filtering. Deployed standalone, database-backed. Supports topics, data sheets, and other enterprise content. Dynamic design. Database-driven. | Registered users access at any time. Users looking for reference AND/OR instructional content across multiple applications, software, or hardware systems. Just-in-time documentation. | Congility |
This table represents the preferred use cases for Knowledge Bases, Online Helps & Portals; However, they can be mixed and matched to fit your company’s requirements.
Cut tickets, speed answers, and improve adoption with a KB and help portal your users actually trust.
Contact us to scope a Congility base portal or an integration with your current stack.