You can organize knowledge base content into categories and subcategories and manage their order.

Categories are the top-level organizing containers of the knowledge base. Categories contain subcategories and articles. Some categories, such as News and Answer Templates, are created by default and cannot be deleted.

Subcategories are the same categories that are inside categories, i.e. they are children:

To create a category:

1) Go to “Knowledge base management” and click on the “Add Category” button:

 2) Fill in the mandatory fields:

• Article name (including in different languages). For an authorized user, the article will be displayed in the language set in the Personal profile settings. Unauthorized users will see the language from the language selection in the knowledge base itself.
• Icon. The recommended size is 32px*32px.
• Parent category. In this case the created article will be a subcategory (i.e. it will be inside another category).
• Sorting of articles.
• Access:
  • Public (the category will be displayed in the public knowledge base, including for unauthorized users);
  • Customers (for authorized users);
  • Employees (for employees only).
• Access by group. When selecting access for clients or employees, you can restrict access to specific user groups only:

3) Click the “Save” button.

The category will then appear on the right side of the list with the rest of the categories. To move it higher or lower in the list, simply left-click and drag the categories to each other, including placing one category inside another, creating an intuitive and user-friendly structure for your knowledge base.

There are several buttons opposite each category:

• Add an article to a category;
• Create a subcategory;
• Edit category accesses;
• Edit a category;
• Delete a category.

The articles will be displayed depending on the selected sorting in the category.