How your Knowledge Base is structured

Your Knowledge Base is made of pages arranged in a navigation tree. Understanding the structure helps you organize content so customers find answers quickly.

The building blocks

Navigation tree

The navigation panel in the Knowledge Base Editor shows your help center's structure from top to bottom. Customers see the same order in the sidebar of your Knowledge Base.

• Top-level folders become the topics customers browse from your home page.

• Pages inside a folder appear as articles in that topic.

• Folders inside folders become subtopics.

• Top-level pages appear directly in the navigation without a topic.

Topics on your home page

Your Knowledge Base home page shows a Browse topics section. It's built automatically from your top-level folders, so every new top-level folder with published pages gets its own topic card. You don't need to curate the list by hand.

Each topic links to a collection page that lists its articles and subtopics.

Main cards

The home page also has main cards that point customers to key destinations:

• Getting started, for new customers

• FAQ, for common questions

• Request for Help, which opens your request form

You can point each card at a page in your Knowledge Base. Every main card needs a valid destination before you can publish.

Page storage

Page storage holds drafts and imported pages that aren't ready yet. Publishing never makes Page storage content public. Move a page into the navigation tree when you want customers to see it.

Search

Customers can search every published article from the home page and the article sidebar. Search looks at article titles and content, so clear titles and descriptive headings help customers find the right page.

A recommended structure

For most products, start with five to eight topics, for example:

• Getting started

• Account and settings

• Billing

• Using [your main feature]

• Integrations

• Troubleshooting

• FAQ