Step 4: Organize information in a knowledge base

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Step 2: Think about the folder structure
Before collecting information for articles, determine the structure of their storage. This will help you understand what topics to include in the knowledge base, who will benefit from them, and what experts are needed.

There are several ways to organize information in the knowledge base:

By directions. For example, in the Carrot quest knowledge base, our products act as the main categories: chat bot, email newsletters, etc.
By readers. You can create materials for beginners and experienced users.
By chronology. So, if you have a clear schedule for publishing features and articles, it will be easier to find them by release date.
We recommend sorting information by direction and hierarchy: from general to specific. For example, a new employee who wants to know when to expect his salary will go through the following path: folder "About the company", section "HR", subsection "Accounting" and to the article "Procedure for calculating and paying salaries".

For easy navigation within articles, work on the table of contents and adjust the visibility of the text.

Step 3: Collect data from experts
At the previous stage, you already estimated which topics are missing articles in the KB and which employees can write about it. Now it is important to convey the value of such a task to the expert. For example, this article will help reduce the time for adaptation of newcomers and receive fewer similar questions in support.

Give the expert clear instructions. Describe what you want to get as a result. The article can contain step-by-step instructions, descriptions of processes and products, audio and video, tables and graphs.

In a large company, information for articles can be collected by department and area. Assign a person responsible for collecting and sorting information in each department.

In Carrot quest, your knowledge base is located on a separate domain, a link to which you can embed anywhere on the site or send to users. The knowledge base settings are in the upper right corner.

Settings when creating a knowledge base
Settings in the knowledge base management section
Standard settings
You can connect your own domain for the knowledge base or use ours. Write to us in the chat if you want to change it.

If your knowledge base is on a different domain than the one where the main Carrot quest script is located, then users going to the knowledge base will not be merged with users on the site, which will lead to an increase in the number of leads. We recommend connecting your subdomain that matches the domain of the main site.

Add your logo to be displayed in the top corner of the knowledge base.

Analysis of standard settings in the knowledge base
Standard knowledge base settings: domain, logo and indexing data
You can also customize the link colors in the standard settings so that they match the color of your chat (this can also be changed in the settings).

You can also look at robots.txt to understand how your knowledge base is list of switzerland cell phone number indexed. You can't change robots.txt, but you can exclude specific articles from indexing in the settings for each article.

Advanced settings
To analyze the effectiveness of articles, add Google Analytics or Yandex.Metrica counters. You will be able to track page visits, conversion to target action, and other indicators that will help you understand how actively your customers use the knowledge base and how it helps them solve their problems.

Understanding advanced settings in the knowledge base
Advanced Knowledge Base Settings: Analytics and Branding
You can also disable the Carrot quest mention at the bottom of the knowledge base.

Only administrators and super administrators of your account can edit articles in the knowledge base.

Adding article sections to the Knowledge Base
All articles should belong to a category. Use categories to organize information in a convenient way - this will help your users and operators find the answer to their questions faster.