> ## Documentation Index
> Fetch the complete documentation index at: https://docs.raum.am/llms.txt
> Use this file to discover all available pages before exploring further.

# Help Center Articles

> Synchronize Zendesk Guide articles into AI Assistant, control their availability, and turn operational content into procedures when needed.

Use **Sources → Help Center Articles** to manage Zendesk Guide content available to AI Assistant.

## Synchronize from Zendesk

RAUM imports supported Help Center content from the Zendesk account connected to the organization.

The synchronized article record can include information such as title, content, locale, Zendesk identifiers, and active state.

If the connected credential cannot access Zendesk's staff Help Center API, RAUM can fall back to Zendesk's public Help Center feed. In that case, only content available through the public feed can be synchronized.

## When to use an article

Help Center Articles work well for reference material such as:

* product instructions;
* troubleshooting steps written for customers;
* public policies;
* FAQs; and
* published product documentation.

They are less suitable for internal operational logic that requires explicit decisions, actions, or Zendesk changes. Put that material into a **RUNBOOK procedure** instead.

## Article state and retrieval

An article can exist in RAUM without necessarily being usable in every Assistant request. Retrieval depends on factors including:

* active state;
* available embeddings;
* semantic relevance; and
* applicable targeting or product boundaries.

Use Ticket Activity to verify whether an article actually participated in a particular run.

## Convert article content into a procedure

When Help Center prose contains business logic that should be explicit, convert the relevant material into a procedure rather than relying on the article's wording alone.

This is useful when the content contains:

* eligibility rules;
* branching decisions;
* external lookups;
* actions; or
* ticket-status instructions.

The resulting procedure should still be reviewed before production use.

## Public Chatbot boundary

Zendesk Help Center Articles are Assistant resources. They are not automatically public Chatbot knowledge.

If your organization uses AI Chatbot too, explicitly approve or import the customer-facing resource through the Chatbot knowledge flow instead of assuming Assistant synchronization publishes it.

## Troubleshooting retrieval

If an article exists but Assistant does not use it:

1. confirm it is active;
2. confirm synchronization completed successfully;
3. verify that the embedding exists;
4. check whether a newer or conflicting source is being selected instead; and
5. inspect Ticket Activity for the exact retrieved resources.

> **[Procedures](https://docs.raum.am/configuration/procedures.md)**
>
> Turn policy and workflow logic into explicit Assistant procedures.

> **[Activity](https://docs.raum.am/assistant/activity.md)**
>
> See which knowledge resources a ticket actually used.


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