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What is the best way to organize both internal and client-facing articles?

  • 21 January 2025
  • 1 reply
  • 18 views

We are currently using a different product to house our internal documentation, however, we’d ideally want to keep it all in one place. Our team uses both our internal documentation as well as our client-facing help articles to resolve problems. I’m curious of some best practices on how others are organizing this information within intercom. Any ideas are appreciated! 

Best answer by Jacques Reynolds

Hey ​@Colleen Herlihy 👋 Jacques here from Intercom Support. How are you? :)

Our Knowledge Hub allows you to manage all your support content in one place, which would make it easy for you to access your knowledge effectively.

Here are some best practices for organising your content:

  • Use Folders: Add internal articles to relevant folders in the Knowledge Hub to keep your knowledge organized and easily accessible. You can move articles between folders as needed .
  • Create Collections: For client-facing articles, use collections in your Help Center. Collections help users find information quickly and can be organized into multi-level structures for better navigation .
  • Integrate External Sources: If you have existing documentation in other platforms like Guru, Notion, or Confluence, consider integrating them into the Knowledge Hub for a more comprehensive approach .

For more detailed guidance, you can explore the following resources:

Hope this helps!

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Jacques Reynolds
Intercom Team
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Hey ​@Colleen Herlihy 👋 Jacques here from Intercom Support. How are you? :)

Our Knowledge Hub allows you to manage all your support content in one place, which would make it easy for you to access your knowledge effectively.

Here are some best practices for organising your content:

  • Use Folders: Add internal articles to relevant folders in the Knowledge Hub to keep your knowledge organized and easily accessible. You can move articles between folders as needed .
  • Create Collections: For client-facing articles, use collections in your Help Center. Collections help users find information quickly and can be organized into multi-level structures for better navigation .
  • Integrate External Sources: If you have existing documentation in other platforms like Guru, Notion, or Confluence, consider integrating them into the Knowledge Hub for a more comprehensive approach .

For more detailed guidance, you can explore the following resources:

Hope this helps!


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