Sections are the branches of your category tree. Creating a clear structure up front saves reorganisation later, but the tree is designed to evolve—add nodes as new products, teams, or compliance themes appear.
Plan the top level
Start with a small number of top-level sections that match how customers think (for example “Getting started”, “Security”, “Billing”). Deeply nested trees are harder to browse; prefer three to four levels unless you have a strong reason for more.
Add a section
- Open Knowledge Base category management and choose the parent under which the new section belongs—or create a root section if appropriate.
- Provide a concise name that reads well in the help desk sidebar.
- Set sort order relative to sibling sections so the most common paths appear first.
- Save and verify the section appears for both authors (when assigning articles) and readers (when browsing).
Move articles with care
When you split or merge sections, update article assignments so nothing is left in a deprecated folder. Communicate navigation changes in release notes if external users rely on bookmarks.