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Create or modify custom topic categories

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Create or modify custom topic categories

Create or change custom categories for organizing and grouping related Virtual Agent topics. You can see topic categories in the Topics page and the Topic Properties page in Virtual Agent Designer.

Before you begin

Role required: virtual_agent_admin or admin

About this task

Before you create a new category, review the existing topic categories in the Topic Categories [sys_cb_topic_category] table to determine if you need a new category.
Note: You cannot change or delete base-system categories (for example, the Setup Topic category). Also, you can delete a custom category only when the category does not have any topics assigned to it.

Procedure

  1. Navigate to Collaboration > Virtual Agent > Categories.
  2. Click New to create a custom category or open a category record to change it.
    1. Enter the Name of the category for organizing related topics.
    2. Enter a short Description of the category.
    3. Click Submit or Update.
    The topic category appears in the Category dropdown list on the Topic Properties page in Virtual Agent Designer so that you can assign the category to a topic. The category also appears in the Category filter on the Topics page, so that you can sort and view topics by that category. Each card on the Topics page displays the category (if assigned) to which the topic belongs.
  3. To delete a topic category, open the category record and click Delete.
    If there are no topics associated with the category, the category is deleted. It is no longer listed in the Category field on the Topics Properties page and in the Category filter on the Topics page in Virtual Agent Designer.
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