Best practices for structuring a help center

Organize documentation around customer goals so readers and AI search can find one clear answer.

Plan required Help Center is available on Scale and Enterprise, during an active trial, or when Help Center access is enabled for the workspace.

Choose top-level collections

Create a small set of collections for major customer jobs or product areas. Use child collections only when they make a long list easier to scan.

Write task-focused articles

Use one customer goal per article. Put the answer or required plan first, then prerequisites, numbered steps, verification, and troubleshooting.

Maintain the structure

Make structural changes in the default-language organizer. Archive duplicates, redirect readers to one canonical article, and review stale screenshots after product changes.

Validate

Search using customer wording, browse the public Help Center on mobile, and confirm a new reader can reach the answer in a few clicks.