Organizing knowledge base content in categories and sections


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


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Verified AI summary ◀▼
Organize your knowledge base with categories and sections to streamline content management. As a Knowledge admin, you can add, edit, or delete categories and sections, and manage drafts to control visibility. Categories are top-level containers, while sections hold related articles. Use drafts to restrict access during content development, ensuring only admins can view unpublished content.





Location: Help center or Knowledge admin > Add button > Section or Category
You can organize your knowledge base content into categories and sections and
manage the order of those categories and sections.
You must be a Knowledge admin to add and edit sections and categories.
The article covers the following topics:

Adding a category to your
knowledge base
Adding a section to your
knowledge base
Editing categories or
sections
Deleting categories and
sections
Working with category and
section drafts

Related articles:


Moving sections and
articles in the help center
Reordering knowledge
base content in the help center
Adding subsections to
create more levels in your elp Center




Adding a category to your knowledge base

Categories are the top-level organizing containers of the help center.
Categories contain sections. The help center must have at least one category. 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


In help center
or Knowledge
admin, click Add in the top menu
bar, then select Category.

Enter a Name and optional Description for
your category.
(Enterprise plans only) 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.


In the sidebar, ensure the correct Source
language is selected.
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.


Tip: 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 contain related articles. To add a section, you must have at least one
category to act as its parent container. Sections can also contain subsections, so a
section can be a child of a category or a section, whereas on other plans, each section
must be a child of a category.
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 (not
available on Suite Team), 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


In help center
or Knowledge
admin, click Add in the top menu
bar, then select Section.

Enter a Name and optional Description for
your section.
Ensure the correct Source language is selected if
you support multiple languages (not available on
Suite Team).
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.

Under Hierarchy, click in the field, then select
where you'd like this section to appear in your help
center. 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 200 sections in a
section.

(Enterprise plans only) 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.

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.


Tip: 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.







Editing categories or sections

You can change the properties of a category or section, including its
title or description.
To edit a category or section, do one of the following:


In help center,
navigate to the category or section you want to
edit, then click Edit section in the top menu
bar.


In Knowledge admin, click Arrange content
( ) in the sidebar. Drill down to the category or section you want to
edit. Click the options menu at the end of the
section title, then select Edit category or
Edit section.






Deleting categories and sections

When you delete a category, all the sections contained in the category
are also deleted, and all the articles (including any translations)
contained in the sections are archived.
When you delete a section, all the articles contained in the section
(including any translations) are archived.
To delete a category or section

Do one of the following to edit the category or section you want
to delete:
In your help center,
navigate to the category or section you want to
delete, then click Edit section in the top
menu bar.


In Knowledge admin, click Arrange content
( ) in the sidebar. Drill down to the category or section you want
to delete. Click the options menu at the end of
the title, then select Edit category or
Edit section. If the edit page doesn't
open, it is likely being blocked by a pop-up
blocker.




Click Delete in the bottom of the sidebar.
Confirm that you want to delete the category or section. You
cannot recover deleted categories or sections. Any
articles contained in a deleted section are
archived. 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.
Note: You must be a Guide
admin to view draft categories and sections, and the content
within them.

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


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.

Click the Mark as draft option in the
sidebar.

Click Update at the top of the page.


To mark an existing category or section as a draft


Open the category or section in edit mode, as described
in Editing categories and sections.
Click the Mark as draft option in the
sidebar.
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 Knowledge admins.
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.







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