Organizing knowledge base articles

A knowledge base consists of articles that are organized into categories and sections.

  • Categories: The top level of organization in your knowledge base. You would typically use categories to represent different products, departments or services. Categories can also be marked as internal. The content of internal categories can be seen by your team but not your customers.
  • Sections: A category contains multiple sections. A section represents a collection of articles that fall under a similar topic.
  • Articles: Your team can create articles for commonly asked questions or to provide useful guides to your customers. While an article is still being written, it is marked as a draft. Once the article is ready, it can be published on to the website and has a direct link that can be shared with customers.

Creating a new category

1

From the top right of the knowledge base home page, click Add Category.

Or, from anywhere else within the knowledge base, open the drop down at the top right and click Add Category

2

Name your category and click Save. You will be taken to the newly created category, where you can add sections.

Creating a new section

1

From the top right of a category, click Add Section.

Or, from anywhere else within the knowledge base, open the drop down at the top right and click Add Section

2

Name your section and click Save. You will be taken to the newly created section, where you can start adding articles.

Moving an article between sections

1

From the top right of an article page in the knowledge base, click the Edit button.

2

Using the section dropdown on the sidebar, select a new section. Scroll to the bottom of the article and click Save.

Unlisted articles

Sometimes you have articles that are only relevant to a very small segment of customers. Unlisted articles enable your customers to search for these articles without cluttering the section listings. Unlisted articles aren't visible in knowledge base section listings but are still available via search or direct links.

To mark an article as unlisted:

1

On the top right of an article, click on the Edit button.

2

On the right side options panel, set Directory to Unlisted. Scroll to the bottom of the article and click Save. The article is now unlisted!

Multiple knowledge bases

A single Enchant account can have multiple knowledge bases, each with their own content & styling. Separating content in multiple knowledge bases instead of categories/sections is the recommended approach for a multi-brand setup or when you have multiple customer segments with different concerns.