Talkdesk® Guide™ has an information architecture that was designed to take into account several dimensions such as scalability, search relevance and efficiency, content relationship, and navigation.
Hierarchy of Guide Information Architecture
On Guide, there’s a hierarchical way of organizing and categorizing knowledge:
A Space is a way of creating the most top-level categorization in Guide. We can think of a Space as an archive of knowledge, in the sense that it is a container of information where users are granted permissions to access the content.
Inside “Spaces”, knowledge can be organized in “Topics”. We can think of “Topics” as a folder where you can gather and split more knowledge. In “Topics”, you can create several subjects (called sub-topics), or create articles inside.
Note: In the current Guide version, we cannot mix articles under the same subject, meaning that under “Topics” we can only have either sub-topic or articles.
In this example, you see a Space about finances with several topics under (Banking, Claims, and Mortgage).
“Articles” are documents that are inside topics. You can add text and media to articles, and have several formatting options. Articles are composed of sections.
“Sections” is the smallest part of knowledge in Guide. You build articles by adding sections. This article structure allows section contents to be reused or shared by several articles, enabling a single source of truth. Guide’s search functionality also uses this precision to improve the performance of its search engine.
This is an article made of two sections of text, in the “Article Edition” mode.