The way you create contextual help is through channels. For example, when one of your users is creating a new invoice, you can push specific help articles to her when she is actually creating a new invoice.
Then, when that same user goes back to the Leads object in Salesforce.com, you can push specific help articles to her that relate to leads.
The purpose of setting up channels is to push relevant articles, checklists, and web pages to your users in the moment they could use them. This accomplishes two things:
- Prevents users from being overwhelmed
- Provides clear guidance on what you expect
If you make users go to a knowledge base to browse or search, they probably won't do it. Using channels, you can provide a selection of helpful articles.
You also provide helpful ideas to your users by what you choose to include in the channel.