Knowledge Base
A Knowledge Base is a centralized hub where you organize help content for your customers. It allows users to find answers quickly without needing direct support. Whether you're managing one brand or several, Knowledge Bases are essential for scalable, self-service customer support.
Structure Overview
A Knowledge Base is built on four core components:
Collections
Collections are the highest level of organization within a Knowledge Base. Think of them like books, each focused on a specific topic or product line.
Note: If only one collection is created, it automatically becomes the default.
Categories
Categories live within collections and serve as chapters, grouping similar articles together. Articles can be assigned to more than one category if needed.
Articles
Articles are the individual help pages—your actual content. These can include how-to guides, tutorials, FAQs, troubleshooting steps, and documentation.
Example
Let’s say you are Dunder Mifflin, supporting multiple product lines. Your Knowledge Base might look like this:
Collections:
Paper
Printers
Categories under “Printers”:
Inkjet Printers
Laserjet Printers
Articles under “Inkjet Printers”:
Setting Up Drivers
How to Replace the Ink Cartridge