# How this help center works

> A working help center that shows how I think, and how I'd work with your team.

- Topic: About this site
- About: Andrew Dyer, customer experience and operations leader, Boston
- Canonical page: https://andyer.com/help/articles/how-this-help-center-works

I built this as a working help center because showing how I think about self-service beats describing it. You can see where it answers, where it hands off, and where I decided it shouldn't answer at all. Claude Code was one of the tools. The decisions were mine: what to build, what to leave out, where a person steps in, and how it should feel.

- **Search** is told to answer only from these articles, and shows the sources it can verify. If it doesn't know, it says so and points you to me.
- **Personalize** reorders the page around what you care about and adds short, labeled notes. It never changes the articles.
- **Fit check** compares your job description with my background, gaps included.
- **Get in touch** sends me your message with your context attached, so you don't have to repeat yourself. AI can draft a reply for me, but only I can send one.
- **X-ray** shows what's happening behind the page and why I built it that way, including what's recorded and the AI's exact instructions.

Some questions get no AI answer on purpose. For salary and references, you get a route straight to me.

**How this carries over to your company:** these are the same calls I'd make with your customers and your team.

- **Answer only what you can stand behind.** If you don't know, say so and hand off quickly.
- **Decide where a person steps in,** and keep reaching one easy.
- **Give people context,** so nobody has to repeat themselves.
- **Keep the reasoning visible,** so the team can question it and improve it.
- **Test it and share the results,** including what it gets wrong. Here are [mine](https://andyer.com/help/quality).