Help Center Management

Build a comprehensive knowledge base to help members find answers quickly through self-service.

Capabilities

Action	ROLE_CLIENT_ADMIN	ROLE_CLIENT_USER
View articles	✅	✅
Create articles	✅	❌
Edit articles	✅	❌
Manage categories	✅	❌
View analytics	✅	✅

Features

Article Management

• Rich text editor with formatting
• Category organization
• Tag-based discovery
• Search optimization
• Article versioning
• Draft/published states

Acceptance Criteria

Frontend

• UI supports the workflows described in this feature.

Backend / API

• Backend behavior supports this feature as documented.

Permissions

• Access is restricted per the Capabilities matrix on this page (or equivalent role rules).

Business Rules

• All business rules for this feature are enforced.

Error Handling

• Error states return clear messages and appropriate HTTP status codes.

Categories

Organize articles into logical categories:

• Getting Started
• Membership
• Events
• Courses
• Billing
• Technical Support

Acceptance Criteria

Frontend

• UI supports the workflows described in this feature.

Backend / API

• Backend behavior supports this feature as documented.

Permissions

• Access is restricted per the Capabilities matrix on this page (or equivalent role rules).

Business Rules

• All business rules for this feature are enforced.

Error Handling

• Error states return clear messages and appropriate HTTP status codes.

Analytics

Track help center effectiveness:

• Article views
• Search queries
• Helpful votes
• Contact rate (% who submit ticket after viewing)

Acceptance Criteria

Frontend

• UI supports the workflows described in this feature.

Backend / API

• Backend behavior supports this feature as documented.

Permissions

• Access is restricted per the Capabilities matrix on this page (or equivalent role rules).

Business Rules

• All business rules for this feature are enforced.

Error Handling

• Error states return clear messages and appropriate HTTP status codes.

Implementation Contracts

Backend (API)

GET    /api/help-center/articles             # List articles
POST   /api/help-center/articles             # Create article
PUT    /api/help-center/articles/{id}        # Update article
DELETE /api/help-center/articles/{id}        # Delete article

GET    /api/help-center/categories           # List categories
POST   /api/help-center/categories           # Create category

GET    /api/help-center/analytics            # Usage analytics
GET    /api/help-center/search               # Search articles