Inputs
Recommended structure
How to structure support documentation
Separate customer-facing help center articles from internal runbooks. Use consistent top-level categories (account, billing, product, security) so teams and search tools can navigate predictably.
Common documentation categories
Billing and subscriptions, troubleshooting, onboarding, admin/setup, and security/account recovery appear in most B2B products. Add industry-specific categories only when traffic justifies them.
Internal docs every team should have
- Escalation paths and on-call expectations.
- Known issues and communication templates.
- Refund and billing edge cases with worked examples.
How to avoid documentation sprawl
Assign owners, prune duplicates quarterly, and link related articles instead of copying. AnswerBee works best when there is a single canonical source per topic to cite in drafts.
Related free tools
Frequently asked questions
How should I structure a company context library?
Start with customer-facing FAQs, then policies, product how-tos, internal SOPs, and escalation playbooks—with clear owners.
What are common categories?
Account access, billing, shipping/fulfillment, technical troubleshooting, security, and account lifecycle.
What internal docs should every team have?
Escalation paths, bug/issue definitions, refund/billing rules, and known outage communication templates.
How do I avoid documentation sprawl?
Use a single source of truth per topic, retire duplicates, and review quarterly for outdated screenshots and pricing.
What comes after the outline?
Draft the highest-traffic articles first, then connect AnswerBee so follow-ups cite the passages your team trusts.
Turn this into grounded replies with AnswerBee
AnswerBee uses your policies, SOPs, FAQs, and team docs to draft accurate replies your team can trust—with citations to the passages used.