Structure
Categories → folders → articles. Don’t nest too deep. Users rarely go past 2 levels in search results.
Multi-Portal
Separate public KBs per product or region. Internal KB for agents. Single CMS, multiple audiences.
Article Lifecycle
Draft → Review → Published. Expiration dates. Re-certification cycles. Without lifecycle, KB becomes landfill.
Search
Suggested articles in agent UI and on customer chat widget. Relevance tuned by feedback signals and click-through.
Content Ops
Owner per category. Weekly triage of feedback. Monthly content gap analysis from search misses.