Categories are a way of sorting your articles into virtual sections and ensuring that relevant articles are grouped together.
Within the CRM, this makes them easier to filter on. On the Knowledgebase Website, categories display in the Index of articles to help navigation, and can include keywords to aid in searching for an article.
You can have as many categories as you need.
The titles will depend on your use-case. For example, for a public knowledgebase aimed at answering Applicant's Questions, your categories may be "Student Services, Finance, Campus Info".
Or for a private knowledgebase aimed towards helping your colleagues, your categories may be "Policy document storage, Best practice, Saved replies".
Adding categories
Inside Knowledgebase, click on the Settings cog and go to the Categories tab.
Click on the Plus icon.
Add the title of your category.
Setting the Category as Default ensures you always have at least one category to assign articles to, as this category cannot be deleted even if it's empty.
You can also add Default Keywords to the category. This means that when that category is selected while creating an article, this set of search keywords is automatically added. This can be helpful to ensure all articles of a specific type have the same keywords, and also means you don't have to type them out each time.
Click save, and you now have your brand new category.
Editing categories
You can edit any part of a category at any time.
From the Settings > Categories tab, click the edit pencil next to the category you'd like to change.
You can add and remove keywords, change the 'default' status of the category, or rename your category. Please note, if you rename an existing category, this will instantly update everywhere the Category name is used. You can rename a category even if it has articles associated with it.
Deleting a category
Categories can only be deleted if they do not have any articles associated with them. For example, in the below we can see that Troubleshooting has no articles associated with it, and we can delete it.
However, if we wanted to delete Policy Document Storage, we'd need to go into all 7 associated articles and swap them to a different category before we came back to this page and clicked the rubbish bin icon to delete the category.