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    • 26 Jun 2024
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    Contents

    Category

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

    Categorize Knowledge articles for smooth navigation! 

    Category in knowledge management is a way of grouping articles under specific categories within a knowledge base. Categories help to structure and organize the knowledge base. It helps for easier access and maximum utilization of knowledge articles. 

    Categories can be based on the subject matter or topic of the knowledge article. For example, they can be categorized as service desk, technology, self-help, department, HR, etc. which allows users to locate the relevant information quickly. 

    User Persona: Administrator


    Let's explore the following use case.
    Use Case
    User Persona: Administrator
    Solution
    NovaTech has multiple departments that need to share information. They need to have all the data structured and organized under one roof. They wish to increase the utilization of the knowledge articles. Administrator Sam can configure Categories to categorize knowledge articles in the knowledge base. It allows easy location of articles with relevant information. For example, all the articles related to the Service desk can be categorized under the Service desk category so that analysts can effectively use the knowledge base. 

    Configure Category

    A category helps in the classification and grouping of different knowledge articles. Categories can be customized as per the organization's needs. 

    To configure the Category, perform the following steps:

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

    2.  Select the Tenant. The list of categories is displayed.
      Figure: Category Tree

    3.  To create a new category, 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/Category. A new Node/Category is created at the top of the configured Node/Category list.
    Example: VPN, Computer, Application, etc. 
    Create Child Node  Click to create a child Node/Category under the configured root node/category.
    Example: - VPN (Root Node)

                        - Internal VPN access
                        - External VPN access

    Figure: Child node 

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