Folders help you organize articles so information is easy to find and maintain. You can create folders at any level and nest subfolders as deeply as needed.
Creating a new folder
Open the knowledge base from the left navigation.
Go to either:
Global KB, or
A customer folder, depending on where the folder should live.
Click the Create+ button and select folder option.
Enter a clear and meaningful folder name.
Save the folder.
Your new folder will appear immediately in the folder list.
Creating a subfolder
Subfolders help break down large topics into smaller sections.
Open the parent folder where you want the subfolder.
Click create and then select folder option.
Enter the subfolder name.
Save.
The subfolder will now appear nested under the main folder.
You can repeat this process to create multiple levels of folders.
Folder structure best practices
To keep things easy to navigate:
Use simple, descriptive folder names.
Avoid creating too many folders at the same level.
Group related topics together.
Keep customer-specific folders separate from central KB folders.
A clean structure saves time later.
Where folders can be created
Folders can be created:
Inside the global KB for shared documentation.
Inside customer folders for customer-specific content.
Inside other folders as subfolders.
There is no limit to how many folders or subfolders you can create.