A collection is a group of articles, shown as a card on your help site: “Orders”, “Billing”, “Booking a room”.
Collections are for people browsing. airys does not need them to answer — it reads every published article regardless — so this is about making your help site easy to scan.
How many
Start with three or four. A collection with one article in it looks unfinished, and ten collections make a customer read a menu instead of finding an answer.
Name them the way a customer would think about their problem, not the way your team is organised. “Delivery” rather than “Logistics”.
Ordering
Collections appear in the order you set, so put the one customers need most first. Within a collection, do the same with the articles.
Private collections
A collection can require the reader to be signed in. Use it for anything you only want existing customers to read — account-specific policies, pricing for a plan you do not sell publicly.
Visitors who are not signed in never see the collection or its articles, and airys does not answer anonymous visitors from them either.