Create a HubSpot Knowledge Base (Legacy)
A well-structured HubSpot knowledge base helps your customers solve problems on their own, reduces support tickets, and keeps your content consistent across all support channels. This guide walks you step by step through creating and customizing a legacy knowledge base, based on HubSpot’s own product options.
Before you begin, confirm that your subscription includes access to the knowledge base tool and that you have the correct user permissions to create and edit articles and templates.
Access the HubSpot Knowledge Base Tool
To start building your knowledge base, you first need to access the dedicated tool in your HubSpot account.
- Log in to your account.
- Navigate to your service tools area in the main navigation.
- Open the knowledge base section from the dropdown menu.
From here, you can see existing articles, manage categories, and set up the structure of your support content.
Create a New HubSpot Knowledge Base
In the legacy experience, you begin by setting up the main knowledge base and its overall configuration.
- In the knowledge base dashboard, select the option to create or set up a new knowledge base.
- Give your knowledge base a clear name that reflects your brand and audience.
- Choose the primary language your customers will use.
- Confirm the subdomain and URL structure that will host the knowledge base.
The domain settings control how visitors reach your content, so align the URL structure with the rest of your site for a consistent experience.
Configure HubSpot Knowledge Base Settings
Once the knowledge base exists, configure core settings that affect the overall behavior and appearance.
Set Basic Knowledge Base Options in HubSpot
- Title and description: Add a clear title and short description for your knowledge base homepage.
- Language: Confirm or update the language to match your articles.
- Logo and branding: Upload a logo and select brand colors where available.
- Navigation labels: Customize text for links like Home, Contact, or Search if supported.
These basic settings influence how visitors perceive your support environment and help maintain brand consistency.
Customize HubSpot SEO and URL Options
Within the legacy knowledge base, you can also fine-tune URL and search options:
- Verify the subdomain and path structure.
- Update the homepage meta title and meta description.
- Adjust search settings for article relevance where available.
Be sure to include important phrases in your titles and descriptions that match what customers search for when looking for help.
Design and Customize the HubSpot Knowledge Base Template
The legacy knowledge base uses a template to control layout and design. Customizing this template makes your support content easier to browse.
Open the Knowledge Base Template Editor in HubSpot
- From the knowledge base dashboard, go to the settings or design area for your knowledge base.
- Locate the template or theme editor option.
- Select the active legacy knowledge base template to modify it.
Changes here will affect the overall layout of the homepage and article listing views.
Customize Header, Footer, and Branding
Within the template editor, you can usually adjust the top and bottom sections of your pages:
- Add or update your company logo and site name.
- Modify navigation links that point to your main site or support tools.
- Insert footer content like copyright notices, links to your privacy policy, or contact details.
Keep the design simple to keep visitors focused on finding answers in your HubSpot knowledge base.
Configure Homepage Layout and Search
The homepage of your knowledge base should help visitors immediately find relevant articles.
- Ensure the search bar is visible and prominent.
- Highlight top categories or featured articles.
- Group content into logical sections (for example, Getting Started, Billing, Technical Issues).
Use clear labels that match the terms customers use in requests to your support team.
Create and Organize Knowledge Base Articles in HubSpot
After configuring the global settings and template, begin adding articles to your knowledge base.
Create a New Knowledge Base Article
- In the knowledge base dashboard, click the button to create a new article.
- Enter a descriptive title that clearly states the problem or task.
- Write a concise summary or introduction at the top of the article.
- Use headings, short paragraphs, and bullet points to break up the content.
Each article should focus on a single topic or question so visitors can quickly find precise answers.
Format Content for Readability
When building articles in your HubSpot knowledge base, follow these formatting tips:
- Use short paragraphs and descriptive headings.
- Add numbered steps for procedures.
- Include bullet lists for options or requirements.
- Insert screenshots or images when they clarify complex steps.
Clear formatting helps reduce confusion and minimizes follow-up questions to your support team.
Assign Categories and Subcategories
Strong organization is essential in a larger knowledge base.
- Create categories that reflect major areas of your product or service.
- Add subcategories to group related tasks or features.
- Assign each article to the most relevant category and subcategory.
- Review the category list regularly to avoid duplicates and overlap.
Organized navigation improves search performance and makes self-service faster for visitors.
Manage Publication, Visibility, and Maintenance in HubSpot
After writing content, manage how and when articles appear to visitors.
Publish and Unpublish Articles
- Use the publish option to make an article visible on your live knowledge base.
- Set visibility settings if you want certain content restricted to logged-in users or specific groups, depending on your subscription.
- Unpublish outdated articles so they no longer appear in search results.
Always verify links and formatting after publishing to ensure the article looks correct on the live site.
Update and Improve Existing Articles
A knowledge base is never finished. Periodically maintain your HubSpot knowledge base by:
- Reviewing articles after product releases or feature updates.
- Correcting screenshots and instructions when the interface changes.
- Consolidating duplicate articles into a single authoritative version.
- Adding links between related articles to improve navigation.
Regular updates help keep content accurate and maintain trust with your customers.
Analyze Performance of Your HubSpot Knowledge Base
Use available reports to measure how well your articles help users.
- Monitor article views and search queries.
- Identify topics with high views but low engagement or low helpfulness ratings.
- Spot gaps in coverage where customers search but do not find useful results.
These insights show which articles need improvement and where new content is required.
Additional Resources for HubSpot Knowledge Base Users
To go deeper into the legacy knowledge base features and confirm any limits or requirements, review the official product documentation at HubSpot’s knowledge base guide. For strategic help structuring support content or aligning your knowledge base with your broader marketing and service strategy, you can also consult experienced partners such as Consultevo.
By carefully configuring settings, customizing the template, organizing articles, and regularly maintaining content, your HubSpot knowledge base can become a powerful self-service resource that reduces support load and improves the customer experience.
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