Knowledge Base and Online Help

Contiem builds clear, scalable online help and knowledge base content that improves self-service support and reduces ticket volume. Our writers and content architects deliver structured, reusable documentation aligned with your platform, product, and workflow requirements—ensuring customers find answers quickly and consistently.
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Why companies Choose Contiem

Lower support
costs

Deflect tickets with findable, accurate articles.

Faster time-to-answer

“Right info, right user, right time” via smart IA and search.

Governance &
scale

Templates, workflows, versioning, and localization that keep KBs clean.

In-app help

Context-sensitive tips and embedded help that shorten onboarding and reduce friction.

What We Deliver

Congility Documentation Portals & Congility Service and Maintenance Portals

  • Information architecture, navigation, and filtering
  • Role-aware experiences (customer / agent / partner)
  • Faceted search and filtering
  • Media-rich procedures, diagrams, and step-by-step task flows
  • Accessibility, performance, and mobile optimization

Knowledge Base (KB)

  • Leverage third-party knowledge bases that you might already own
  • Article taxonomy & templates (single-topic, task/faq/reference)
  • Search tuning (synonyms, intent keywords) and related-content patterns
  • Localization workflows and quality gates
  • Analytics framework (topic gaps, article health, self-service rate)

Online Help with Context-Sensitive Help

  • Task-based documentation
  • Conceptual, procedural and reference information
  • Field, window, and task-level help; guided walkthroughs
  • Tooltip and microcopy systems aligned to product UX
  • Event-driven snippets tied to product states

Platform Options

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.

  • Structured authoring → portal publishing 
  • Powerful search and related-answers patterns 
  • Role/collection management, versioning, localization 
  • Optional context-sensitive endpoints for in-app help 
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Also Supported

  • SharePoint or SharePoint Online 
  • CRM Knowledge Bases (Salesforce Knowledge, Experience Cloud, HubSpot)
  • Help Desk Knowledges Bases (Zendesk, FreshDesk, etc) 
  • ServiceNow Knowledge 
  • Confluence (with KB plug-ins)

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. 

Frequently Asked Questions

Do you migrate legacy PDFs into a KB?

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.

Yes — though we recommend Congility for new builds, we can integrate with SharePoint, Salesforce Knowledge, Zendesk, ServiceNow, or Confluence if you’re already invested in those platforms.

Let’s Launch a High-Performing KB

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. 

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