How to Create a Knowledge Base in Hubspot

A well-structured knowledge base in Hubspot helps your customers find answers quickly, reduce support tickets, and keep self-service content consistent across your brand. This step-by-step guide walks you through planning, creating, organizing, and publishing your knowledge base using Hubspot Service Hub tools.

Before You Build: Hubspot Requirements and Access

To create and manage a knowledge base, you need the correct Hubspot subscription and permissions.

A Service Hub Professional or Enterprise account is required.
You must have permission to edit knowledge base content and website settings.
Your user should be able to manage domains and language settings if you will publish in multiple regions.

Once your access in Hubspot is confirmed, you can configure your content structure and appearance.

Accessing the Knowledge Base Tool in Hubspot

Follow these steps to open the built-in knowledge base editor:

Sign in to your Hubspot account.
Go to Service > Knowledge Base in the main navigation.
If this is your first time, choose a default language and confirm your primary domain.
Select a starter template to begin designing the layout for your articles and listing pages.

After this initial setup, the knowledge base dashboard in Hubspot becomes your main workspace for managing articles and settings.

Configuring the Hubspot Knowledge Base Settings

Before writing articles, configure global settings so your entire knowledge base behaves consistently.

Choose a Knowledge Base Domain in Hubspot

In settings, you can decide where your knowledge base is hosted:

Select an existing connected domain (for example, help.yourdomain.com).
Or connect a new subdomain dedicated to support content.

When using Hubspot, confirm that the domain is properly connected via DNS and that it is set as the default for the knowledge base tool.

Set the Language and Region

Hubspot lets you manage knowledge base content in multiple languages. For each language:

Choose a primary language for your default content.
Optionally add additional languages for localized articles.
Configure language-specific URLs if needed.

This structure allows you to map translated versions of individual articles within Hubspot.

Customize the General Appearance

In the knowledge base settings, you can also adjust:

Logo and brand colors displayed in the header and footer.
Fonts and basic layout options provided by the template.
Global navigation elements that link back to your main site.

These options help align your Hubspot knowledge base with your main brand experience.

Designing Your Hubspot Knowledge Base Template

Templates shape the way your articles and listing pages appear. Hubspot offers prebuilt layouts that you can further refine.

Select and Edit a Template

From the knowledge base dashboard, open Customize or Templates.
Pick a base layout for your homepage and article pages.
Use the drag-and-drop editor to adjust modules such as search bars, category lists, and article cards.
Preview your changes on desktop and mobile before publishing.

The search module is especially important; Hubspot integrates it directly into the template so visitors can quickly find articles.

Configure Navigation and Search

You can optimize navigation inside Hubspot by:

Displaying featured categories at the top of the homepage.
Showing popular articles or recent articles on the main page.
Making the search bar prominent across all knowledge base pages.

Clear navigation structure in Hubspot ensures customers locate helpful content with minimal clicks.

Creating Categories and Organizing Content in Hubspot

Categories are the backbone of your knowledge base. Organize them carefully so people can scan and drill down efficiently.

Add Categories and Subcategories

In the knowledge base dashboard, go to the Categories tab.
Click Create category and enter a clear name, such as “Getting Started” or “Billing”.
Add an optional description that appears on your main knowledge base page.
Create subcategories under each category if you need more granular organization.

Hubspot lets you reorder categories by dragging and dropping them, giving you control over which sections appear first.

Best Practices for Category Structure

Group articles by customer tasks, such as setup, troubleshooting, and account management.
Avoid very large categories; break them into subtopics if needed.
Use consistent naming so navigation in Hubspot stays predictable.

Well-planned categories create a clear path from search or homepage directly to relevant support content.

How to Create Articles in the Hubspot Knowledge Base

Once your structure and design are ready, you can start adding support content as individual articles in Hubspot.

Start a New Knowledge Base Article

Open the Articles tab in the knowledge base dashboard.
Click Create article.
Choose a language if you maintain multiple languages in Hubspot.
Enter a clear title that describes the solution or task.

The article editor works similarly to other Hubspot content tools, so text formatting, images, and links are easy to manage.

Format Article Content for Clarity

For each article, use a structure that customers can scan quickly:

Start with a one- or two-sentence summary of what the reader will learn.
Use short paragraphs and headings to break up sections.
Add numbered steps for processes that must be followed in order.
Include bullet lists for options, tips, or requirements.

You can also insert images, GIFs, and videos inside Hubspot articles to demonstrate steps visually.

Assign Categories and Visibility

In the article settings panel, assign the article to one or more categories.
Set the article URL slug and meta description for SEO.
Choose whether the article is public or restricted (for logged-in users only).

By assigning the correct categories in Hubspot, articles automatically appear in the right sections of your knowledge base.

Managing Access and Restrictions in Hubspot

You can control who sees certain support content by adjusting audience settings.

Public articles are available to all visitors.
Restricted articles can require a login or membership.
Private resources can be limited to internal teams only.

Use these controls when your Hubspot knowledge base includes both customer help content and internal documentation.

Publishing and Maintaining Your Hubspot Knowledge Base

After configuring settings and writing articles, you are ready to publish and maintain your knowledge base.

Preview and Publish Changes

Preview the homepage, category listings, and article pages inside Hubspot.
Test the search function using common customer queries.
Verify that links, images, and embedded media appear correctly.
Click Publish on each article when you are satisfied.

Once published, your knowledge base is live on your chosen domain, and updates in Hubspot appear immediately after republishing.

Monitor and Improve Content Over Time

Use reporting tools to keep your support content relevant:

Track article views and search terms to see what customers look for most.
Identify articles with high views but low helpfulness ratings.
Update or expand content where customers still submit support tickets.

Continuous updates in Hubspot ensure your knowledge base remains accurate and aligned with your product changes.

Additional Resources for Optimizing Your Hubspot Setup

For more technical detail, you can review the official product documentation on creating a knowledge base in Hubspot at this support article. If you want expert help with strategy, structure, and implementation across your entire portal, you can also consult specialists at Consultevo for tailored Hubspot guidance.

By following the steps above, you can launch a clear, well-organized knowledge base that leverages Hubspot tools to give your customers fast, reliable self-service support.

Need Help With Hubspot?

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