> ## Documentation Index
> Fetch the complete documentation index at: https://www.billingserv.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Knowledge Base

> Build structured help articles customers can use for self-service.

## What this page is for

The **Knowledge Base** area is where you publish longer-form help documentation for customers.

Unlike FAQs (which are short answers), knowledge base articles are designed for complete walkthroughs such as setup guides, troubleshooting steps, and service explanations.

A strong knowledge base reduces repetitive support tickets and helps customers solve issues faster.

## What you'll see

* **Categories**
  Organise articles by topic so customers can browse easily.
  * **Add Category**: Create a new documentation section.
  * **Edit**: Rename or improve category details.
  * **Delete**: Remove unused categories.
* **Articles**
  Individual help documents inside each category.
  * **Add Article**: Create a new guide.
  * **Edit**: Improve steps, screenshots, or wording.
  * **Delete**: Remove outdated content.

For most teams, the usual flow is:

1. Create core **Categories** (for example Billing, VPS, Domains, Email).
2. Add your most requested support answers as full **Articles**.
3. Expand coverage over time based on real ticket volume.

## Creating knowledge base articles

### Category name

When you create or edit a category, **Name** is the label customers see when browsing the knowledge base. Use a stable category name rather than a temporary campaign name.

### Article fields

Knowledge base articles use the shared CMS content fields:

* **Title**: The article heading and starting point for the generated slug.
* **URL**: The article slug after the knowledge base prefix.
* **Meta title**: Search metadata title.
* **Meta description**: Search metadata summary.
* **Description**: The rich-text article body.
* **Default page**: Marks the entry as the default page for that content type.

The content type and category determine where the article appears. Keep the title and URL aligned so staff can find the article later.

When creating an article, write it so a customer can complete the task without contacting support.

### Article structure

* Start with a short summary of what the article solves.
* Add prerequisites if needed (for example account access or required plan).
* Use numbered steps for actions customers must perform.
* End with a short "what to do next" section.

### Writing guidelines

* Use exact product wording that matches your dashboard and checkout labels.
* Keep each article focused on one job-to-be-done.
* Split large topics into multiple linked articles instead of one very long page.
* Update articles immediately after UI or workflow changes.

## Organising your knowledge base

* Keep categories broad enough to stay stable over time.
* Use clear article titles that match what customers search for.
* Avoid duplicate articles with slightly different wording.
* Link related articles to create a guided help path.

## Using the Knowledge Base day-to-day

* Add new articles when repeated support tickets reveal a gap.
* Refresh top-traffic articles first when your product changes.
* Archive or rewrite outdated guides before they confuse customers.