How to Add Content to the Knowledge Base

Categories and Search Terms

All content must be Categorised before publication; you may also want to include extra Search Terms. Both mechanisms are designed to make it easier for readers to find the content that will help them.


Before you publish your content, you must allocate it to one or more categories or sub-categories:

  • A topic for Articles (as shown here)
  • A download type for Downloads
  • A website type for Member Websites
  • A link type for Services & Utilities.

This determines where it shows up as users browse the site. You can put your content in more than one category, but think carefully before you do this, as it may be confusing for some users.

However, for articles, the FAQs (Frequently asked questions) topic is a special case and should be assigned (in addition to any other topics) if the question warrants a prime position on the home page of the Knowledge Base. You should also note that, if you mark something to be shown on the front screen, you must put in a topic and optionally a sub-topic (rather than just a sub-topic).

For most content types you will also have to choose one or more ƒh versions for which the content is relevant; and one or more skill levels. Users can filter searches on version and/or skill level.  If the content is version- or skill level-agnostic, select all the versions or skill-levels; if the content is usable by a number of skill-levels or relevant to a number of ƒh versions, select all the relevant skill levels/ƒh versions.

Search Terms

For most content types, you also have the option of including additional search terms.

These should be words or phrases that don’t appear in the content, but which users might use to search for it. For example, ‘recover’ on an article about restoring a backup.

Please take some time to consider what would best be included here, so that the search experience for users is as good as we can make it.