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Content tags group related articles for readers. They are managed rather than free text, which is the point.
Create one
- Open the content tags list in Knowledge.
- Add a tag with a name readers will understand.
- Apply it to the relevant articles.
Because tags are managed centrally, everyone applies the same one rather than each writer inventing a variant.
Name them for readers
They are visible, so they are part of your help centre's interface. A reader seeing them should recognise a subject: "Returns", "Getting started", "Invoicing".
Not internal codes, and not the near-duplicates a free-text system accumulates.
Keep the list short
Content tags work by grouping. Fifty tags across two hundred articles groups nothing, because each tag has three articles and no reader browses by them.
Ten to fifteen meaningful ones is where they start earning their place.
They cut across the structure
That is what makes them useful. Sections are one way of organising; tags let you gather articles that live in different sections but concern the same thing.
Where a tag exactly matches a section, it is adding nothing.
Review them occasionally
Tags applied once and never again are noise. The list should be small enough that somebody can read it and recognise every entry.
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