🧩 Define the target tree structure

📚 Definition

The tree structure refers to the organization of content in Mayday.

This knowledge base is made up of a variety of topics presented in different forms.

🪜 Tree structure

Collections or sub-collections

Each content is stored in a folder called a "collection" which allows to structure the knowledge base. It is the theme where the knowledge is located.

Each collection can include several sub-collections to accentuate the granularity of the themes or directly articles and/or guides.

🗂 Classification

Contents (collection, sub-collection, article and guide) can be sorted by:

• Alphabetical order

• Level of importance

🔠 Nomenclature

The nomenclature of contents should not be ignored because the goal is to facilitate information search so that the advisor can access knowledge as quickly as possible.

Whether the search is done by browsing through collections or using the search bar to enter keywords, the articles/guides suggested to advisors must be explicit and not be confusing about their contents.

Through the tree structure, it is easy to apply a correspondence between the mother collection and the content in article/guide format:

Example in the case of a 2-level tree structure

• 🌟 GM | Business gestures (collection)

  • 🌟 GM | Refund an order (article or guide)

  • 🌟 GM | Open a customer account (article or guide)

    
    

Example in the case of a 3-level tree structure

• 🛠 OT | Working tools (collection)

  • 🛠 BO | Back office (sub-collection)

    • 🛠 BO I Create your account (article or guide)

    • 🛠 BO I Close a ticket (article or guide)

      
      

Examples of collections

• Tools

• News

• Operationnal process

• Request themes

• Customer situation

• Advisor expertise level

• Administrators (collection dedicated to administrators)