Once your knowledge base moves beyond a few FAQs, you will quickly start wondering about how you should organize your B2B software knowledge base.
Many companies still implement a very flat structure to their knowledge base - this is just a list of articles with no hierarchy to them. If you take this approach, you are really just relying on the search feature of your knowledge base since that is the only way anyone is going to find anything.
A flat structure will make it very difficult for your customers to browse your knowledge base.
So, if you have a flat knowledge base, the first step would be to decide on some basic groupings of articles to help organize the content for your customers.
Here are some suggested approaches (as well as mistakes to avoid).