Adding and Editing Sections on the Help Center

Overview

Sections come below categories, and appear both on the Help Center homepage and their category landing page.

Diagnosis

Kayako's Help Center organizes self-service articles into two levels of hierarchy. Categories are at the top, with sections beneath them. Categories are the big headings on the front page of your Help Center, and sections the subheadings that appear beneath them. Every article is published within a specific category and section, and you can rearrange the order in which any of those things appear.

In addition to your public self-service content, you can use the Help Center's visibility restrictions to host internal articles that are only available to certain customers or agents. Choose whether articles are visible to only staff members, to only logged-in customers, or to anyone visiting the site by modifying the visibility at the section level.

Editing your categories, sections, and articles are all done directly from the Help Center. Once you are logged in, you will see content editing controls appear throughout your content pages, allowing you to make updates on the fly.

 

Prerequisite

• To edit sections on the Help Center, you will need an administrator or agent account with the 'Manage the Help Center' permission.

 

Solution

To create a new section:

1. Sign in to the Help Center.

2. Let us assume that we want a new subset of FAQ articles. Click the Frequently Asked Questions heading to go to the category page.

3. Click the +Add new section to this category button.
   

4. Let us assume that we also need a place for billing-related articles. In the Add a title field, type Billing questions.

5. In the Section description box, add a brief description of what the articles in the section will cover. This appears on the section landing page.

6. From the Visibility dropdown, choose who should be able to access this article.

   Note: For help with this, check out our article on Help Center visibility restrictions.

7. From the Article order dropdown select Popular to sort the articles with the most popular at the top. You can choose between popular, latest, and manual.

8. Leave the Show in category dropdown set to 'Frequently Asked Questions'.

   Note: You can always move sections from one category to another, using this dropdown.

9. Finally, click the Save button to create your new section.
   

Confirmation

Once a section is created, it will be visible in your Help Center under the category it was created at. You will be able to add an article within it. You may also edit the section at any time by selecting it and clicking the 'Edit section' button.