Partner Help Center: Build a Self-Service Knowledge

Build a self-service knowledge base in your partner portal with Collections, Articles, and FAQs so partners find answers without contacting your team.

The Kiflo Help Center is a built-in knowledge base embedded directly in your partner portal. Instead of answering the same questions repeatedly, you publish articles and FAQs that partners can browse on their own. Content is organized into collections so partners always know where to look.

Access your Help Center from Manage > Help Center. Everything you create here appears inside the portal under the Help section that your partners see.

Collections

A collection is a named group that organizes your articles by topic. Think of collections as folders — you might create one called Getting Started, another called FAQ, and a third called Training. Every article must belong to at least one collection, so create your collections before you start writing articles.

1. Navigate to Help Center

   Go to Manage > Help Center and click the Collections section.

2. Add a new collection

   Click Add collection.

3. Fill in the collection details

   Enter a Title and a Description, then choose an Icon to visually identify the collection in the portal. A clear, descriptive title helps partners find content at a glance.

4. Save the collection

   Click Add. The collection is created and is ready for articles to be added to it. You can reorder articles within the collection at any time by dragging and dropping.

Name collections after partner needs, not internal jargon. Getting Started, Submitting Leads, and Understanding Payouts are more useful to partners than Module 1 or Product Overview v2.

Articles

Articles are the main content type in the Help Center. Use them for step-by-step guides, feature explanations, process walkthroughs, or any content partners need to read more than once. You can include text, images, and embedded videos in each article.

1. Open the Help Center

   Go to Manage > Help Center and click Add article.

2. Add the article details

   Enter a Title and a Description. Associate the article with at least one collection using the collection picker — partners navigate to articles through collections, so every article must be linked to one.

3. Write the article content

   Use the rich-text editor to write your article. You can format text, insert images, and embed videos to make the content clear and engaging.

4. Set visibility

   In the About this article section, click Edit and select which partner program levels can see this article in the Visible to field. Only partners enrolled in the selected programs will see it when published. Leave it open to all programs if the content applies universally.

5. Publish the article

   Save and publish the article. It becomes visible in the partner portal immediately for partners in the program levels you specified.

Article metrics

Kiflo tracks how each article performs so you can continuously improve your Help Center content.

• Views — the number of times partners opened that article.
• Rating — partners can rate articles, giving you a signal on whether the content is helpful and well-written.

Review these metrics from the article detail page to identify content that needs updating and to see which topics partners reference most.

Articles with low ratings or very few views after a few weeks are worth revisiting. A low view count can mean the article is hard to find (check its collection placement), while a poor rating usually signals the content needs more detail or clearer steps.

FAQs

A FAQ is not a separate content type — it is a collection named FAQ that contains articles, each one answering a single common question. This pattern lets you display frequently asked questions in a structured, easy-to-browse format inside the partner portal.

1. Create a FAQ collection

   Go to Manage > Help Center > Collections and click Add collection. Name it FAQ and add a short description such as “Answers to the most common partner questions.”

2. Write one article per question

   Click Add article for each question you want to answer. Use the question itself as the article title — for example, How do I submit a lead? or When will I receive my payout? — and write the answer in the article body.

3. Link each article to the FAQ collection

   When creating or editing each article, associate it with the FAQ collection you created in step one.

4. Order the articles

   In the FAQ collection, drag and drop articles into the order that makes the most sense for partners — most common questions first.

Start your FAQ with five to ten questions that your team answers repeatedly in email or chat. Once those are covered, review support requests monthly to find new questions worth adding.