Hey everyone 👋
We’ve been reworking our Knowledge Base structure as our platform has expanded, and I’d love to hear how others have approached this.
We’ve recently rolled out several new core products, so it made sense to create a category (mini hub) for each one.
However, we also have tools that span all products - for example, an email tool that’s used across multiple product types.
My current idea is to move these shared tools into a separate category like “Platform Tools and Features.”
The tricky part is that while the email tool touches most of the products, its functionality has small nuances depending on the product.
I’m torn between:
-
Keeping all email content centralised in one place nested under a tools section e.g. having an email section (simpler to maintain, easier to find)
vs. -
Referencing it within each product section for context (but risking duplication and confusion - for example, users searching for email help might find multiple references across different categories).
How have you managed this balance in your own Help Center?
-
Do you centralise shared tools or duplicate content for context?
-
What’s worked best for keeping navigation intuitive for users while maintaining structure behind the scenes?
Would love to hear what’s worked well (and what hasn’t) for other teams managing multi-product Knowledge Bases!
