> ## Documentation Index
> Fetch the complete documentation index at: https://docs.sitestorepro.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Building a Self-Service Knowledge Base in Site Store Pro

> Create searchable help articles, organise them into multilingual categories, and link them from support ticket replies to deflect common inquiries.

The Knowledge Base lets you publish structured self-service documentation that customers can browse independently, search for in the live search plugin, and access directly from links your support team shares in ticket replies. Manage all KB content from **Admin → KB** (`/admin/kb`).

<Note>
  The `/kb/` URL namespace is reserved exclusively for Knowledge Base articles and categories. CMS pages cannot use slugs that begin with `kb/`. This separation ensures KB content is always discoverable at predictable URLs and never accidentally overridden by a CMS page.
</Note>

## Creating a KB Article

<Steps>
  <Step title="Open the Article Editor">
    Navigate to **Admin → KB** and click **New Article**. The article editor uses the same TinyMCE rich text editor as the CMS page builder, giving you full control over headings, formatted text, images, tables, and embedded content.
  </Step>

  <Step title="Assign a Category">
    Select one or more **KB Categories** for the article. Categories keep your knowledge base navigable as the number of articles grows. You can create and manage categories — including multi-language labels — from the **KB Category Browser** within the admin.
  </Step>

  <Step title="Set the SEO Slug">
    Enter an **SEO Link** (slug) for the article. This becomes the clean, human-readable URL path: `/kb/{seo_link}`. Choose a descriptive slug that reflects the article content, such as `how-to-track-your-order` or `returns-and-refund-policy`.
  </Step>

  <Step title="Publish the Article">
    Save and publish the article. It immediately becomes accessible at its KB URL and appears in live search results.
  </Step>
</Steps>

***

## Organising with KB Categories

KB categories are hierarchical — you can nest subcategories within parent categories to create a structured, browsable content tree. Each category supports multi-language labels, so your category names display correctly for customers in different locales.

Access the **KB Category Browser** from the KB admin area to create, rename, reorder, and nest your categories.

***

## Frontend Routes

Site Store Pro exposes three public routes for your knowledge base:

| Route                     | Description                                                                |
| ------------------------- | -------------------------------------------------------------------------- |
| `GET /kb`                 | Knowledge Base home — lists all categories and recent or featured articles |
| `GET /kb/category/{slug}` | Category page — lists all articles within the specified category           |
| `GET /kb/{slug}`          | Individual article page — renders the full article by its SEO slug         |

These URLs are generated automatically from your category slugs and article SEO links. No additional routing configuration is required.

***

## Cross-Linking KB Articles in Ticket Replies

When a support ticket covers a topic that your knowledge base already addresses, paste the article URL directly into your staff reply. This directs the customer to the full documentation and helps resolve inquiries without requiring a lengthy back-and-forth exchange.

For example, if a customer asks about your return process, include a link like:

```text theme={null}
https://yourstore.com/kb/returns-and-refund-policy
```

<Tip>
  Build the habit of creating a KB article for every question your team answers more than twice. Over time, your knowledge base becomes a powerful deflection tool that reduces ticket volume and gives customers instant answers at any hour.
</Tip>

Customers can also discover KB articles on their own through the **Multi-Content Live Search** plugin — KB articles are one of the six content types the live search indexes. See the [Search & Events](/cms/search-events) guide for embedding live search on your storefront.