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Dynamic Help Center
Configure access controls (Public/Private sites)
With single sign-on (SSO), brands can manage their public and private support knowledge from one Dynamic Help Center. This allows agents to quickly share product knowledge, ensuring the format received by customers is consistent with published documentation, while also allowing brands to manage private documents like internal product policies.
Brands can create multiple Dynamic Help Centers using the same or similar knowledge (e.g. a simple version for customers and a more complicated version for agents).
**Prerequisite: Before you can configure access to your Dynamic Help Center, an SSO (SAML) integration is required. To set this up, please contact your CSM. **
To configure, follow the below guide:
1
Select your site from touchpoint menu
2
Select private access
When selecting into 'Private Access' you will be presented with the below options:
Public: Your Dynamic Help Center is accessible to anyone with the URL
Allow Login: Your Dynamic Help Center is accessible to anyone with the URL and employees (agents, technicians) can log in with SSO to access tools for sharing content with customers
Require Login: Your Dynamic Help Center is accessible only to registered users with credentials
If options are grayed out and not clickable, SSO isn’t configured for your organization. Please contact your CSM for more details.
3
Select an option and 'Save'
Once you hit save, your changes will immediately be reflected in your Dynamic Help Center.
If ‘Allow Login’ was selected, navigate to your site and observe that your Dynamic Help Center is publicly accessible. Now add /login to your URL (e.g. help.brandname.com/login) and observe that you are now redirected to the login page. Using your SSO credentials, log in and observe that you now have extra controls (e.g. the ability to share content from the Dynamic Help Center).
If ‘Require Login’ was selected, navigate to your site and observe that you are redirected immediately to the login page and cannot access your Dynamic Help Center without logging in. Using your SSO credentials, log in and observe that you now have extra controls (e.g. the ability to share content from the Dynamic Help Center).