Solution articles or knowledge base posts promote self-help in your support portal. They should ideally cover all aspects of your product or service - in the example of an ecommerce store, their knowledge base articles would probably include payment instructions, shipping information and product return policies.
Need some help on how to come up with a perfect Knowledge Base article? Click here!
For better clarity, the Freshdesk knowledge base is categorized into a three-level hierarchy - Categories that hold a group of related content, Folders under each category, and the specific Solution Articles inside each folder.
At the top level, Categories broadly classify your solutions page into several sections. For example, you could place Shipping, Payments and delivery-related information under the Order Fulfillment category. Another interesting application of this organizational system is when you're providing support across multiple brands or products (more about multi-product support here).
Related solution articles are organized into Folders. Folders make it convenient for users to read similar articles and other possible solutions to their problems. For example, you would club solutions related to tracking codes and postal services under the Shipping folder.
The number next to each folder indicate the number of solution articles within that specific folder.
Here's how to go about setting up your Knowledge Base:
Creating a Category
You can also choose to edit a category by clicking on the category you have created and then clicking Edit.
Creating a Folder
Creating an Article
Go to Solutions > New Article.
Name the article.
You can write the article and format the content in the rich text editor or using the HTML editor.
Note: The following tags will not be supported in the HTML editor: <script>, <style>; form-related tags like <form>, <input>, <select> and event attributes like onclick, onmouseover
Once you fill this up, click on Save if you still need to work on it. This will save the article as a draft and will be available in your drafts folder. Click on Publish if you wish to publish the solution article.
You can learn about deleting a category, folder, and/or article, here.