Organizing your Knowledge Base

Adding a category to your knowledge base

Categories are the top-level organizing containers of the help center. Categories contain sections. The help center must have at least one category. If you have only one category in your help center, then the category itself is hidden to end users, and they see only the sections in your help center.

For more information, see About the help center knowledge base structure.

To add a category

1. In your help center or Guide Admin, click Add in the top menu bar, then select Category.

   

2. Enter a Name and optional Description for your category.
3. (Enterprise plans only) In the sidebar, if you have multiple category templates in your live theme, click the Template menu, then select a template.

   If you do not select an alternate template, the default category template will be applied.

   

4. In the sidebar, ensure the correct Source language is selected.
5. Click Add.

   The category is created. Remember, if you have only one category, then the category itself is hidden to end-users, and they see only the sections that are in your help center.

   Tip: For information about how you can display a section in multiple categories, see Displaying an article or section in multiple sections or categories in our Support tech notes.

Adding a section to your knowledge base

Sections contain related articles. To add a section, you must have at least one category to act as its parent container, except on Enterprise plans. On Enterprise plans, sections can also contain subsections, so a section can be a child of a category or a section, whereas on other plans, each section must be child of a category.

Permissions for viewing and managing articles in a section are set at the article level, not the section level.

If visibility for all the articles in a section is internal (not available on Suite Team), then the section will not be visible to end-users, but if one article in an internal section is visible to any end-users, then the section will become visible as well.

To add a section

1. In your help center or Guide Admin, click Add in the top menu bar, then select Section.

   

2. Enter a Name and optional Description for your section.
3. Ensure the correct Source language is selected if you support multiple languages (not available on Suite Team).
4. Under Order articles by, select an option for how you'd like articles to appear in this section.

   If you select to manually order of articles, see Manually changing the order of articles to change the order of your articles.

5. Under Hierarchy, click in the field, then select where you'd like this section to appear in your help center.

   On Suite Growth and above or Guide Professional, you must select a category as the parent for this section. Sections cannot contain sections.

   On Enterprise plans, you can select a category or a section as the parent for this section. You can nest sections in sections for a maximum of five section levels, with up to 200 sections in a section.

6. (Enterprise plans only) If you have multiple section templates in your live theme, click the Template menu, then select a template.

   If you do not select an alternate template, the default section template will be applied.

7. Click Add.

   The section is created. Remember, if you have only one category, then the category itself is hidden to end-users, and users see only the sections that are in your help center.