Sections sit between categories and articles in the Zoho Desk knowledge base hierarchy. A ‘Troubleshooting’ category might contain sections for ‘Mobile App’, ‘Web Dashboard’, and ‘Integrations’, each housing the relevant articles for that sub-topic.
Administrators create sections within categories from the Help Centre setup. Sections can be reordered to surface the most commonly visited topics first. Each section can have a description to clarify what articles it contains.
Well-named sections reduce reliance on the search function. Customers scanning the Help Centre can spot the relevant section quickly and browse its articles, especially useful on mobile devices where search input is slower.
An article section is a sub-grouping within a knowledge base category. It organises related articles together, helping customers narrow down from a broad topic to specific articles without relying solely on search.
There is no fixed limit to the number of sections per category. However, it is best practice to keep categories to 5 to 8 sections for clarity. Too many sections in one category can make navigation as confusing as having no sections at all.
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