Organizing Categories

Organizing Categories

Good category structure helps customers find answers faster and improves AI matching.

Recommended Structure

For most businesses, 5-8 categories work best:

1.Getting Started — onboarding and setup

2.Using [Product] — feature guides

3.Account & Billing — payments, plans

4.Integrations — connecting other tools

5.Troubleshooting — common issues

6.FAQ — quick answers

Creating Categories

1.Go to Admin → Knowledge Base → Categories

2.Click + New Category

3.Set:

- Name — clear, descriptive - Icon — emoji that represents the category - Description — 1-line summary - Sort Order — lower numbers appear first

Best Practices

•Keep category names short (1-3 words)

•Aim for 5-15 articles per category

•Don't create a category until you have at least 3 articles for it

•Review and reorganize quarterly as your KB grows

•Use the sort order to put "Getting Started" first