Self Help Best Practices
- 02 Jul 2025
- 2 Minutes To Read
- Print
- DarkLight
- PDF
Self Help Best Practices
- Updated On 02 Jul 2025
- 2 Minutes To Read
- Print
- DarkLight
- PDF
Article summary
Did you find this summary helpful?
Thank you for your feedback
Animate the Self Help tab to catch end users' attention
Animating the Self Help tab increases your chances of catching end users' attention and helps them find answers themselves.
Deliver specific content to users using Tags
Segment Self Help using Tags so that end users receive relevant and focused content. Tag content based on the pages on which you want them to appear or the roles for whom you want them to appear. For example, if you want certain content to be displayed only to account managers, then create a role tag and add the particular tag to your content.
For more information, see Add Tags to content.
Link your support articles
Integrate your existing Content Repository with Whatfix and display them as contextual links in Self Help. This enables your end users to get relevant content inside your application rather than switching between applications.
For more information, see Integrate your Content Repository with Whatfix.
Group related content together inside Self Help
Grouping similar content inside Self Help provides context and helps your end users navigate better. Whatfix also enables you to create multiple sub-groups within a group.
For more information, see Self Help groups.
Manage content display limits in Self Help
Only the first 20 pieces of content in a Self Help segment, called the default listing, are shown to end users. To configure the number of content displayed to end users, contact support@whatfix.com.
To ensure end users see the most relevant content first, group the content or manually reorder it within the segment.
Use keywords to make your content easily available in Search
Adding keywords to your content helps end users find relevant content, even when the search term does not match the term used in the content.
For more information, see Help Users Find Content in Self Help using Keywords.
Ensure that smart context is enabled
Smart Context, when enabled, automatically tags content created on a particular page with an Auto Tag. With Smart Context enabled, all content must have at least one Auto Tag attached to it. Otherwise, it doesn't appear in Self Help.
Map content at every mapping stage
If it's the first time you are setting up Self Help, content might not show up in the Development and Production instances when the conditions given in How to configure environments and map stages? are incorrect.
Add Global-Page tag for static content within Self Help
For static content such as Links, Videos, Articles, and PDFs, add the Global-Page tag to the content. It ensures that it shows on all pages when Smart Context is enabled. Further segment it using Page and Role Tags.
Note:
If your account has multiple Global tags, select the one with the highest value. For example, if the tags in your account are Global-Page, Global-Page_1, and Global-Page_2, content should be tagged with Global-Page_2. For more information on viewing the Global tags available in your account, see How can I view the Global tags created in my account?
Was this article helpful?