Hi Jonathan, 

Speaking to what I have seen and done.

I believe that using a naming convention, coupled with our knowledge base solution is the strongest out of the box. Using a set of CTAs is a great way to simplify the user experience and help them search physically by a pillar. The best example to see would be the one on this very site: https://customercare.igloosoftware.com/support/knowledgebase - the way it is set up is so that you can self assess and narrow your search physically, specifically, or by action. 

The naming convention I most appreciate is having a prefix act like a tag. Example:

SOP - Booking time off (how to do the task)
Policy - Vacation Time (rules/overview)
FORM - Vacation Request (document)

Within the content of each, you can link everything back together so that the user never hits a dead end and all entry points are helpful. This really speaks to me when talking bout internal content because I will use those to help myself search and navigate.

Cheers!

T

Tom Ryan - great thoughts here, and really support the idea of prefixing for logical separation - it's something I've seen used very effectively. I might also add a label strategy to this as properly applied, it can also enhance the collation and searchability of content. KB article is below;

https://customercare.igloosoftware.com/support/knowledgebase/all_articles/articles/labels

Hi Tom Ryan - can you elaborate on the Knowledgebase solution you mentioned above? I have applied labels to articles in a Wiki Channel and would like to display labels similar to Igloo's KB landing page, which will then surface the content below on the same page by clicking a label/category. 

I've followed the documentation for the Wiki Index Widget, but would only like to surface articles in the index by their label when clicked, just how Igloo's KB landing page works. 

Rebecca Ebersole, howdy!

I sure can. I am also going to copy your CSM  Arlene Bautista. The knowledge base example above is the Search by Labels Enhancement. This enhancement will give you the group of clickable labels and the wiki index exactly like our KB page. It's not something you have access to OTB but it is something you can chat with your CSM about getting. It's also easy to set up on top of what you've already done (the hard part!)