Recommended Knowledge Base Structure

A clear structure makes documentation easier to browse, search and maintain.

Docvora spaces can be used to separate documentation by audience, purpose or product. The structure used will depend on the type of documentation being created, but the following approaches provide a useful starting point.

Product documentation

Product documentation contains information about how a product or service works. A dedicated space can be created for each product when documentation needs to remain separate.

Common page groups include:

• Getting started

• Installation or setup

• Features

• Configuration

• Integrations

• Troubleshooting

• Frequently asked questions

For larger products, parent and nested pages can be used to group related features without creating additional spaces.

Internal documentation

Internal documentation contains information intended for staff or other approved groups.

Common uses include:

• Internal processes

• Staff onboarding

• Policies

• Team resources

• Internal tools

• Technical notes

• Reference material

Internal documentation can be placed within separate spaces and restricted using group access.

Keeping internal content separate from public documentation also makes navigation easier to manage.

Standard operating procedures

Standard operating procedures, or SOPs, document repeatable processes.

An SOP space can be organised by department, task type or business function.

For example:

Standard Operating Procedures
    Customer Support
        Handling Refund Requests
        Escalating Support Tickets
    Content
        Publishing Documentation
        Reviewing Existing Pages
    Operations
        New Staff Setup
        Account Closure

Each SOP should generally focus on a single process and use a consistent structure.

Useful sections can include:

• Purpose

• Requirements

• Procedure

• Expected result

• Related documentation

Nested pages can be used where several procedures belong to the same area.

Help centres

A help centre is usually designed for customers or other external readers looking for answers to common questions.

Help centre documentation should focus on finding information quickly.

A typical structure could include:

Help Centre
    Getting Started
    Account Management
    Billing
    Product Features
    Troubleshooting
    Frequently Asked Questions

Page titles should describe the problem or task clearly so they can be found through navigation and search.

For larger help centres, separate spaces can be used when different products or services require their own documentation.

Choosing a structure

There is no required structure for a Docvora documentation site.

Smaller sites may only need one or two spaces, while larger documentation sites may separate products, internal resources, SOPs and help content into their own spaces.

A useful starting point is to create spaces for the broad areas of documentation, then use pages and nested pages for the individual topics within each area.