Organizing Content
Organize and structure your knowledge base for easy navigation and better user experience.
Categories & Subcategories
- Create a Logical Hierarchy: Build categories and subcategories that reflect your knowledge structure.
- Organize Articles: Place each article under the most relevant category.
- Allow Multiple Categories: Assign an article to more than one category if appropriate.
- Rearrange as Needed: Update and restructure categories to match evolving content.
Tagging System
- Add Tags: Use tags for additional classification and improved discoverability.
- Enable Tag-based Search: Let users search and filter content using tags.
- Tag Relationships: Connect related tags to surface relevant content.
- Monitor Popular Tags: Track frequently used tags to guide content planning.
Featured & Related Articles
- Highlight Important Articles: Pin key or frequently accessed content.
- Suggest Related Content: Show relevant articles based on topic similarity.
- Create Collections: Group articles into topic-based collections.
- Set Prerequisites: Define prerequisite articles for complex subjects.
Analytics
Track and measure the performance of your knowledge base.
Usage Statistics
- Article Views: Track total views and unique visitors.
- Search Queries: Monitor search terms and results.
- Engagement: Measure time spent on articles.
- User Feedback: Collect ratings and comments.
Content Effectiveness
- High-Performing Articles: Identify which content is most useful.
- Content Gaps: Detect missing topics from failed searches.
- Impact on Support: Track how articles reduce ticket volume.
- Self-Service Success Rate: Measure how well users solve issues without support.
Content Management
- Monitor Outdated Content: Identify articles that need updates.
- Schedule Reviews: Set regular review cycles for content accuracy.
- Track Revisions: Maintain article version history.
- Update Based on Feedback: Improve articles using user suggestions.
