Organizing Knowledge Base Content in Zendesk
How should I organize my knowledge base content in Zendesk?
Organizing your knowledge base content in Zendesk involves creating a simple structure using categories and sections. At the topmost level, you have categories, and within those, you can create sections to further organize your articles. This two-level structure helps users easily navigate your help center.
For example, you might have a category called 'Using Guide' with sections like 'Guide basics' and 'Setting up Zendesk Guide'. If you prefer a flatter structure, you can create just one category and organize everything within sections. The key is to keep it as simple as possible to make it user-friendly. For more details, check out the originalZendesk help doc.
More related questions
What are some examples of help center structures for different business models?
Help center structures can vary based on your business model, such as B2C, B2B, or B2E. For B2C, like online retailers, the focus is on helping customers with orders, shipping, and returns, often using a flat structure with a prominent search bar….
How can I evolve my help center's organizational structure over time?
Evolving your help center's structure involves starting simple and adapting as your knowledge base grows. Initially, you might have a few categories, but as your products and content expand, you can add more layers of organization. For instance,…
What are the best practices for writing knowledge base articles?
When writing knowledge base articles, focus on simplicity and clarity. Use concise sentences, short paragraphs, and clearly formatted step instructions. Start articles with strong action verbs like 'create', 'remove', or 'set' to guide users…
How does the design of a help center impact user experience?
The design of a help center significantly impacts user experience by ensuring ease of navigation and access to information. A well-designed help center matches the company's website look and feel, making it a seamless extension of the brand….
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