Organizing Content in RTFM

Hi Folks!

I’m just getting RTFM set up on a new RT install, and I’m wondering how
folks have organized their content. Here’s my questions/thoughts…

Should Classes be broad and general, or specific? (ie. Computers vs
Notebooks, Desktops, etc.)

What custom fields do folks tend to use? I’m personally thinking of

  • Keywords
  • Question
  • Answer
  • Applies to (products)
  • External URL
    Are there any other good ones to have that I haven’t thought of?

Thanks for your time!