Managing articles
The Knowledgebase is Airclou’s self-service help centre, where you publish articles that let customers find answers on their own — often before they ever open a ticket. Content is organised into a simple hierarchy: categories hold sections, and sections hold the individual articles your customers read.
Organising your content
| Level | What it is |
|---|---|
| Category | A top-level grouping, such as “Billing” or “Getting started” |
| Section | A sub-grouping inside a category, for a related set of articles |
| Article | A single piece of help content that answers one question or task |
Plan your categories and sections around the questions customers actually ask, not around your internal team structure. A visitor should be able to guess where an answer lives.
Draft and published states
Every article is either a draft or published:
- Draft — a work in progress. Draft articles are visible only to your team, so you can write, review, and refine before customers see them.
- Published — live in the help centre and visible to customers.
Write and edit freely in draft, then publish when the article is ready. If an article needs a substantial rewrite, you can keep working while the current version stays live.
Writing effective articles
- Give each article one clear job — a single question or task.
- Use a descriptive title that matches how customers would search.
- Keep steps short and specific, and link to related articles rather than repeating them.
- Revisit published articles when your product changes so answers stay accurate.