Define a knowledge article category

Each knowledge base has a hierarchy of categories that organize the articles.

About this task

A category can be a top-level category or a child category. The parent of a child category can be a top-level category or another child category. By making a category the child of another child category you can create a category structure with any number of levels.

You can create and edit categories separately for each knowledge base.

Procedure

  1. Navigate to Knowledge > Administration > Knowledge Bases.
  2. Select a knowledge base you manage.
  3. Choose an option.
    OptionAction
    Create a top-level category. Navigate to the Knowledge Categories related list and click New.
    Create a child category. Expand an existing category and click New within the expanded section.
    Knowledge categories
  4. Enter a Label for the category. The label appears as the name of the category.
  5. (Optional) Enter a Value you can use when referencing the category in scripts.
  6. Click Submit.
    In addition to using categories defined by a knowledge manager, knowledge contributors can add and edit categories when editing an article.