Plan your Knowledge Base structure

A clear structure helps customers browse to the right answer when search isn't enough. Plan your topics before you write, then adjust as your content grows.

Step 1: List what customers need

Collect questions from your request queue, sales calls, onboarding sessions, and product release notes. Write each one down as a possible article title.

Step 2: Group the questions

Sort the list into groups customers would recognize. Most products end up with groups like:

Step 3: Set up the navigation

1. In the Knowledge Base Editor, create a top-level folder for each topic.

2. Add subtopic folders only where a topic has more than about 15 articles.

3. Order topics from most to least used. Put Getting started first.

Step 4: Order articles inside each topic

Put articles in the order customers need them: setup tasks first, everyday tasks next, and advanced or rare tasks last.

Step 5: Fill the home page

• Point the Getting started main card at your best introduction article.

• Point the FAQ main card at a page built with an accordion group.

• Check that every topic in Browse topics has published articles.

Keep it healthy

• Review the structure every quarter. Merge topics with only one or two articles and split crowded ones.

• Avoid a "Miscellaneous" topic. If an article doesn't fit, it may need a new topic or a better title.

• Don't duplicate articles across topics. Link to them instead.