Organizing knowledge base content

You can organize your knowledge base content into categories and sections and manage the order of those categories and sections.

You must be a Guide Manager to add and edit sections and categories.

Adding a category to your knowledge base

Categories are the top-level organizing containers of the Help Center and at least one must exist. Categories contain sections. 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 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. (Guide Enterprise) 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.

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 are collections of related articles. To add a section, you must have at least one category to act as its parent container.

• On Guide Lite and Professional, each section must be child of a category.
• On Guide Enterprise, a section can be a child of a category or a section.

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 (Professional and Enterprise only), 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 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. (Guide Professional and Enterprise) Ensure the correct Source language is selected if you support multiple languages.

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 Guide Lite and Professional, you must select a category as the parent for this section. Sections cannot contain sections.

   On Guide Enterprise, 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 20 sections in a section.

6. (Guide Enterprise) 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.

Deleting categories and sections

When you delete a category, all the sections contained in the category are also deleted, and all the articles contained the sections are archived.

When you delete a section, all the articles contained in the section are archived.

To delete a category or section

1. Do one of the following to edit the category or section you want to delete:

   • In Help Center, navigate to the category or section you want to delete, then click Edit section in the top menu bar.

     

   • In Guide Admin, click the Arrange content () icon in the sidebar and drill down to the category or section you want to delete. Click the options menu at the end of the section title, then select Edit category or Edit section.

     

2. Click Delete in the bottom of the sidebar.

3. Confirm that you want to delete the category or section.

   Alternatively, to delete a category or section, you can click Articles > Arrange articles, then click the name of the category or section you want to delete (you’ll have to expand a category to see its sections).

   In the edit page, click Delete in the bottom of the sidebar.

   You cannot recover deleted categories or sections. Any articles contained in a deleted section are archived and you can restore archived articles to another section if you need to.

Working with category and section drafts

If you create a category or section that is a work in progress, and want to restrict who can access it, you can mark it as a draft. Marking a category or section as a draft applies the draft status to any elements within it.

The steps for marking a newly-created category or section as a draft are slightly different than those for marking an existing category as a draft.

To mark a newly-created category or section as a draft

1. Create and save a new section or category, as described in Adding a category to your knowledge base or Adding a section to your knowledge base.

   The section or category is created and remains open for editing.

2. Click the Mark as draft option in the sidebar.

   

3. Click Update at the top of the page.

To mark an existing category or section as a draft

1. Open the category or section in edit mode, as described in Editing categories and sections.
2. Click the Mark as draft option in the sidebar.
3. Click Update at the top of the page.

Categories and sections marked as drafts are not viewable by end-users, and can only be accessed by Guide Managers.

To determine whether a category or section is marked as a draft

• Open the category or section in edit mode, as described in Editing categories and sections.
• An existing category or section in draft mode section in draft mode is indicated by the Draft label at the top of the edit page:

• A new section added to a category in draft mode displays a banner at the top of the page:

When the category is published, the section is no longer in draft mode, and the banner is removed. However, if the section is manually marked as draft, it will remain in draft mode until the marker is removed.