How to Use Document360 to Build a Help Center

Direct answer: To use Document360, create a project, define categories and articles in the knowledge base, publish to a public or private portal, and enable the AI assistant to answer from indexed articles only.

The reason teams pick Document360 over a generic wiki is versioning. If you ship software with releases, your docs need to match each release, and most tools handle that badly. Docs sites that stitch articles together across versions produce stale screenshots and support tickets that reference features you removed.

How do you structure a project from scratch?

Document360’s hierarchy is project → category → article. Get the categories right first; moving things later breaks URLs and inbound links.

1. Create the project and pick a portal URL — it shows publicly as docs.yourdomain.com or a Document360 subdomain.
2. Choose knowledge base vs API documentation. You can run both in one project as separate sections, but they use different editors.
3. Write categories as user tasks, not product modules. “Getting started”, “Manage billing”, “Connect integrations” — not “Dashboard”, “Settings”, “Admin Panel”.
4. Set the default article template. Document360 supports templates; a consistent header saves cleanup later.
5. Configure team roles. Editors write, reviewers approve, and admins manage publishing. Assign roles before inviting writers, because the default role can publish.

The category decision is the one people regret. Product-module naming mirrors your internal org chart, and your org chart doesn’t help a confused customer.

How does versioning actually work?

Document360 uses versions within a project. You can create a version like “v2.0” and either copy the whole knowledge base forward or start a subset. Articles missing in the new version simply aren’t served to users on that version.

• Copy-all when the new release changes less than 30% of the content. You inherit and then edit.
• Fresh starts when the product is being repositioned and most articles are wrong anyway.
• Version selector appears in the portal header automatically once you have two published versions.

Set the default version carefully. New users land on the default, and if that’s your beta docs, everyone gets instructions for a build they don’t have.

How do you migrate existing content without wrecking it?

Document360 imports from Markdown, HTML, Zendesk, Confluence, and Intercom. The imports work; the cleanup doesn’t come free.

1. Export from the old system as Markdown or HTML, not PDFs.
2. Import into a hidden category, not directly into the live structure.
3. Fix internal links manually. Most import tools leave you with absolute links to the old domain.
4. Re-upload images. Broken image references are the number one post-migration complaint.
5. Move articles into the real categories only after they pass review.

Expect 1-2 minutes of cleanup per imported article. For a 400-article migration that’s a person-week.

How do you configure the AI assistant?

Document360’s AI answers questions using only your indexed articles, and shows citations. That grounding is the point — it will say it doesn’t know rather than hallucinate, which is better than a general chatbot for support.

Requirements: the feature is on Business plans and above, articles must be published (drafts are excluded), and indexing takes a few hours after each publish. If you’re editing an article and the assistant still gives the old answer, wait — don’t rebuild the index.

What does Document360 cost?

Pricing is per project, not per seat, which matters for teams with many occasional writers. The tiers in 2026:

Plan	Approx. monthly	Key limit
Free (trial)	$0	Very limited articles, no custom domain
Standard	$149	Small team, basic portal
Professional	$299	AI features, analytics, more editors
Business	$499+	SSO, advanced AI, API doc site

Annual billing discounts are standard. Compared to a docs-as-code setup on GitBook or Mintlify, that’s expensive for engineers and reasonable for a support-driven team that wants a WYSIWYG editor and fine-grained permissions.

Where does Document360 have problems?

Editor performance on long articles. Articles over roughly 4,000 words get sluggish, and pasting large tables from Word can hang the editor for several seconds.

Search is good but not excellent for code. Snippets inside code blocks are indexed inconsistently, so error-message searches don’t always surface the right article. Adding the exact error text to the article title or first paragraph fixes it.

And the plan structure is restrictive on seats. Professional caps editors, and a support team of 20 will feel that. Verify seat counts before committing to an annual plan.

Is Document360 right for you?

Good fit: B2B SaaS with a support team that writes docs, multiple product versions in the field, and a need for role-based approvals. Poor fit: developer tools where the docs live in the repo — Mintlify or plain Markdown with Docusaurus will feel more natural and cost far less.

Quick Summary

• Document360 organizes content as project → category → article, with real version control.
• Name categories after user tasks, not product modules.
• AI answers are grounded in your published articles only, with citations.
• Pricing runs roughly $149-$499+/month per project, not per seat.
• Budget 1-2 minutes of cleanup per article during migration.