Categories improve the search results for customers and agents. After the initial implementation, you can define categories as siblings or children of existing categories to create hierarchies that reflect your organization’s requirements.
In the KB, Categories are listed first and can be distinguished by the Folder (Button) that proceeds the Category label. As you click on the Category, the view changes to display either further Category (Folders) or Articles that have been assigned to that Category.
An article can be assigned to only one Knowledge Base and to one Category within that Knowledge Base.
Add a Category to the Knowledge Base
Use the following procedure to add categories to a KB.
Navigate to Data Management → Knowledge Base Management
In the Knowledge Base panel at the left section, select the KB where to add the category
In the Categories panel on the right section, click the Add Category button
Select -Root- for the Parent Category
Type the Name of the new category
Save the category
Edit a Category
Use the following procedure to edit an article.
Navigate to Data Management → Knowledge Base Management
In the Knowledge Base panel at the left section, select the KB where to edit the category
To edit a category, click on the Name link
In the pop-up window, you could edit the Name and/or change the Parent Category
Save your changes.
Delete a Category
Navigate to Data Management → Knowledge Base Management
In the Knowledge Base panel at the left section, select the KB where to delete the category
To delete a category, select Delete from the gear icon next to the Name of the category to be deleted
Confirm OK in the Warning pop-up window.
If there are pages assigned to this category you will get an alert message asking for your confirmation to delete the category. You can select a new category for those pages before proceeding.
Confirm by clicking the Delete Category red button.
ATTENTION: After confirming, the process will delete permanently the selected category and its nested categories. All the articles will be with an unassigned category. There is no way to undo this process.
