A strong help center is organized around customer goals, not internal team structure. Use collections, article order, titles, and related content to help customers find answers quickly.

Before you start

  • List the top customer questions and workflows.
  • Review support conversations, search terms, and product areas.

Steps

  1. Create top-level collections for major customer goals or product modules.
  2. Use subcollections when a topic has enough depth to justify a second level.
  3. Write task-focused article titles that start with the user action.
  4. Order articles from setup, to common tasks, to troubleshooting.
  5. Keep one article focused on one outcome.
  6. Review analytics and support volume to find gaps.
  • Avoid dumping every article into a single broad collection.
  • Use consistent names across the product and help center.
  • Create troubleshooting articles for repeated failure modes.
  • Archive or refresh stale content during product changes.

Troubleshooting

  • If customers still ask the same question, improve the title, placement, or first paragraph.
  • If a collection has too many articles, split it by workflow or audience.

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