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    Classification
    • 26 Jun 2024
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    Contents

    Classification

    • Updated on 26 Jun 2024
    • 1 Minute to read
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    • PDF
    Article summary

    Classification for better Identification!

    Classification in knowledge management refers to classifying the knowledge articles under predefined labels. Classifying knowledge articles facilitates the identification and retrieval of relevant information for faster resolution.

    Classification of knowledge articles also bridges the gap between training and documentation. 

    User Persona: Administrator


    Let's explore the following use case.

    Use Case
    User Persona: Administrator
    Solution
    NovaTech has created a knowledge base, but the articles are not structured. Due to the unorganized knowledge base, analysts and administrators cannot use the information in the articles. AdministratorSam can configure the Classification in Knowledge Management to tackle the issue. Classifying the articles under one category helps analysts and administrators to effectively search and use the knowledge articles. For example, all articles related to laptop issues can be classified under Laptop Hardware and software. 

    Configure Classification 

    Classification helps in the grouping of different knowledge articles. Classification can be customized as per the organization's needs. 

    To configure the Classification, perform the following steps:

    1. Navigate to Design Studio > Select Knowledge Module > Configuration > Knowledge Configurations > Classification.
      The Classification page is displayed. 
      Figure: Classification

    2.  Select the Tenant.
      The list of classifications is displayed.
      Figure: Classification Tree

    3.  To create a new classification, right-click on the node.
      Figure: Node actions

    The following table explains the fields in the node actions:

    FieldDescription
    Create Root NodeClick to create a root Node/Classification. A new Node/Classification is created at the top of the configured Node/Classification list.
    Example: How to, Troubleshooting, etc. 
    Create Child Node  Click to create a child Node/Classification under the configured root node/classification.
    Example: - How to (Root Node)

                        - Policies and procedures
                        - General Information

    Figure: Child node 

    RenameClick this option to rename a Node/Classification.
    ActivateClick this option to activate a Node/Classification.
    DeactivateClick this option to deactivate a Node/Classification.
    Set as DefaultClick this option to set a Node/Classification as Default Node/Classification. The Node/Classification can be set as a default across all the pages for knowledge management.
    Add IconClick this option to add an icon to the classification.
    Add DescriptionClick this option to add a brief description for the Node/Classification. This applies to Root as well as Child Node.



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