Overview#
A newly onboarded investigator in a regional intelligence unit should not have to submit a support ticket to find out how to attach evidence to a case. The answer should be there, in their language, the moment they need it. The Argus Help Center provides exactly that: a self-service knowledge base integrated directly into the platform, surfacing relevant articles and guided walkthroughs contextually based on what the user is doing right now.
The system supports organisation-specific content management alongside standard platform documentation, so institutional policies, local procedures, and agency-specific workflows are just as searchable as general feature guidance. This dual-layer approach ensures users always have access to both platform-wide documentation and the guidance that applies to their specific deployment.
Key Features#
Content Management#
- Article creation and editing with rich media support including images, videos, and embedded content
- Version control with revision history and the ability to revert to previous article versions
- Category organisation with tag-based filtering and hierarchical content structure
- Publication workflow with review and approval processes ensuring content quality
- Content scheduling for timed publication and automatic expiration of time-sensitive articles
- Multi-language support for organisations operating across different locales, aligned with the platform's 40+ language support
- Template library for common article types ensuring consistent structure and completeness
- Automated broken link detection and content reference validation
Search and Discovery#
- Full-text search with relevance ranking and search analytics tracking what users look for
- AI-powered article recommendations based on user context, role, and current activity
- Contextual in-app assistance with feature tooltips and workflow guidance surfaced at the right moment
- Error explanations with suggested resolution steps when users encounter issues
- Related article suggestions connecting users to additional relevant content
- Progressive disclosure content that adapts detail level to user expertise and role
- Offline access to critical help content for field personnel with limited connectivity
User Engagement#
- Interactive walkthroughs and guided tours for new features and complex workflows
- Organisation-specific content alongside standard platform documentation in a single search experience
- Feedback and rating system for continuous content improvement
- Discussion threads on articles enabling users to ask follow-up questions
- Bookmark and favourites functionality for quick access to frequently referenced content
- Personalised help dashboards showing recently viewed articles and recommended content
Analytics and Improvement#
- Analytics showing article usage, search patterns, and content gaps
- Search failure analysis identifying queries that return no results
- Content effectiveness metrics measuring whether articles resolve user questions
- Automated content freshness monitoring with alerts for stale or outdated articles
- Usage trend reporting for organisational awareness of training and support needs
- AI-assisted content generation suggesting articles based on common support queries
- Knowledge gap identification through correlation of support tickets with available help content
Use Cases#
Self-Service Support. Enable users to find answers and resolve issues independently through searchable knowledge base articles, reducing support ticket volume. Track deflection rates to measure self-service effectiveness.
New User Onboarding. Guide new users through platform features with interactive walkthroughs, contextual tooltips, and progressive help content tailored to their role and permissions.
Organisation-Specific Documentation. Create and maintain custom help content specific to organisational policies, procedures, and workflows alongside standard platform documentation.
Continuous Improvement. Use search analytics, feedback ratings, and content gap analysis to identify where users need more help and continuously improve knowledge base coverage.
Integration#
- Embedded directly within the platform for contextual access without workflow interruption
- Connects with user roles and permissions for content visibility control and role-specific guidance
- Links to support ticketing systems for seamless escalation from self-service to assisted support
- Supports content import and export for migration, backup, and cross-platform content sharing
- Feeds usage analytics into organisational dashboards for support effectiveness monitoring
- Works with notification systems for proactive content delivery when relevant features are updated
- Connects with release management for proactive content updates alongside feature deployments
- Supports API access for embedding help content within external applications and portals
Open Standards#
- GraphQL (June 2018 Specification): All help article and category management operations, including queries and mutations, are exposed through a GraphQL API built with field-level authentication enforcement.
- JSON Web Token (RFC 7519) with RS256: Every GraphQL operation and REST endpoint requires a bearer token validated as an RS256-signed JWT against a published JWKS endpoint; unauthenticated requests are rejected before any data is returned.
- OAuth 2.0 (RFC 6749): Access control for both the GraphQL and REST layers follows the OAuth 2.0 Bearer Token Usage pattern, with role-based permission checks applied per operation.
- ISO 8601: All article and category timestamps (created, updated) are serialised and returned as ISO 8601 date-time strings, ensuring consistent interchange with clients and external systems.
- RFC 4122 (UUID): Every help article and category is assigned a version 4 UUID as its primary identifier, guaranteeing collision-resistant unique identity across distributed tenants.
- BCP 47 (IETF language tags): Multi-language content delivery across the platform's 40+ supported locales uses BCP 47 language tags to match help articles and interface strings to the user's locale.
- OpenAPI 3.x / REST: The support ticket escalation path is implemented as a JSON REST API following OpenAPI conventions, allowing external helpdesk integrations to create, query, and list tickets programmatically.
Last Reviewed: 2026-02-05 Last Updated: 2026-04-14