brc_find_help_resources

Find Big Red Cloud customer help across Freshdesk support articles, customer documentation, recorded webinar videos, and upcoming live webinars. Use when the customer asks a support question or how-to question about Big Red Cloud. For reserved red-help / /red-help commands, prefer brc_red_help (this tool remains for backward compatibility). When the user's message begins with the reserved red-help command (red-help, red-help:, red-help,, or /red-help), treat it as a request for manual instructions — not permission to perform the accounting action. red-help is Red's reserved manual-help command. When a user begins a message with red-help, provide customer-help resources and manual instructions instead of performing the accounting action. Pass the user's question (including the red-help command); the server strips the command and searches with the cleaned query. In red-help mode: do not ask for customer details first; do not call create, update, delete, email, or batch tools unless the user later explicitly asks Red to perform the action. Use brc_start_company_connection only when the cleaned red-help query is specifically about connecting companies. Ordinary wording such as help me, how do I, or show me how does not by itself activate red-help mode — follow normal model-driven routing for those messages. Do not use for connecting companies, listing connected companies, clearing connections, or any company books data. Read-only. Does not require a connected company. Return a concise synthesized answer for the customer: direct answer, clear steps where applicable, then a Sources section with Articles / Videos groupings and exact public links from customerFacingSourcesMarkdown or the sources array. Use only publicUrl or registrationUrl values returned in resources for hyperlinks. Freshdesk links use bigredcloud.freshdesk.com — never rewrite them onto bigredcloud.com/support. Keep screenshot Markdown links beside their related steps — never move them into Sources. Prefer customer documentation for procedural questions, Freshdesk for detailed step-by-step instructions, recorded webinars for video walkthroughs, and upcoming webinars for training/onboarding/live help requests. When the customer asks about upcoming webinars and no upcoming_webinar resources are returned, use customerFacingEmptyUpcomingWebinarMarkdown — do not claim no webinars are scheduled, and do not present recorded webinars as upcoming. Do not show internal resource IDs, Azure blob names, storage URLs, relevance scores, or sync metadata to the customer. For Big Red Cloud how-to or tutorial questions, automatically open the best matching Freshdesk article from usedResourceIds with brc_get_help_resource_details using includeImages=true and imagePresentation=links. Place each relevant screenshot beside its step even when the user did not explicitly ask for images. Never claim no Freshdesk article exists when usedResourceIds includes a matching Freshdesk resource. Sources must list only usedResourceIds — never unrelated login, API-key, user, or webinar search hits. Under Sources, group Freshdesk / documentation under Articles and recorded webinars under Videos — omit an empty Videos heading. For procedural how-tos, automatically include the strongest topic-aligned training video under Videos when one exists — do not require the user to ask for a video. Always emit Sources before any Do this through Red section. When redActionAvailable is true, include customerFacingRedActionMarkdown after Sources and before support — do not start the action unless the user asks. Manual guidance must appear before any offer to perform the action through Red. Always end every help answer with Still need help? and [Contact Big Red Cloud Support](https://bigredcloud.com/contact/) — support must be last. Never claim company data was changed by a tutorial answer. It is categorised as a Read tool in the Red by Big Red Cloud MCP Server, which means it retrieves data without modifying state.

brc_find_help_resources accepts 4 parameters: source, category, question, maxResults. Required: question. The full parameter table on this page comes from the server's own tool schema.

Register the Red by Big Red Cloud MCP server in PolicyLayer and add a rule for brc_find_help_resources: allow, deny, rate-limit, or require approval. Point your MCP client at the PolicyLayer proxy URL and the rule is enforced on every call, before it reaches Red by Big Red Cloud. Nothing to install.

brc_find_help_resources is a Read tool with low risk. Read-only tools are generally safe to allow by default.

Yes. Add a rate_limit block to the brc_find_help_resources rule in your PolicyLayer policy. For example, setting max: 10 and window: 60 limits the tool to 10 calls per minute. Rate limits are tracked per agent session and reset automatically.

Set action: deny in the PolicyLayer policy for brc_find_help_resources. The AI agent will receive a policy violation error and cannot call the tool. You can also include a reason field to explain why the tool is blocked.

brc_find_help_resources is provided by the Red by Big Red Cloud MCP server (https://red.bigredcloud.com/mcp). PolicyLayer sits as a proxy in front of this server to enforce policies before tool calls reach the server.