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Organizing Knowledge Base - Categories and Sections

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Organizing your content is a vital role in building your knowledge base in such a way that helps your users to easily navigate and locate the articles.

In this article, you will learn how to create and manage categories and sections.

The following is the BoldDesk knowledge base structure:

  • Category
  • Section (Supports up to 4 levels of hierarchy)
  • Article

You can set up categories and sections based on your business. If you have a single product you can set up each module as categories. If you have multiple products, you can set up each product as categories and add sections for its modules.
Check out this video tutorial.

Categories

Categories are the root-level folders of your knowledge base. You must first create a category before you create an article. Categories are directly bound with brands and have the ability to map categories with brands. A category can be mapped with more than one brand. These categories are listed on the self-service portal.

Creating a category

Follow the given steps to create a category:

Step 1: Select the KB module from the left menu.

Step 2: Select the Create drop-down and click on the Category option.

Category Menu

Step 3: After clicking the category option, The following screen will be shown:

Add Category

Step 4: You can enter the following field on the add new category page:

  • Name
  • Description
  • Choose the category icon.
  • Choose the sort order for the articles to be listed.
  • Choose the brand(s) on which the category should be linked.

Step 5: Choose the view permission to control the visibility of the article. The following are the supported view permissions:

Any Users The articles are publicly visible to all users.
Logged-in Users The articles are only visible to logged-in users.
Any Agent The articles are only visible to agents.
Specific Content Group Users with selected contact group assigned can view the articles.
Specific Agent Group Users with selected group assigned can view the articles.

Step 6: Choose the option to file a new ticket in the ticket module if any unfavorable customer feedback is received.

Step 7: Click on the Add option to create a new category. You can find the categories under the Manage Articles section.

Manage Article

Editing a category

Follow the given steps to edit a category:

  1. Select the KB module on the left menu.
  2. Hover the category you want to edit.
  3. Click on the more options icon and select the Edit option.
  4. You can modify the details on the edit screen.
  5. Click on the Update option to save the changes.

Note: You can also re-order the category position by dragging and dropping. Based on the position the category will be displayed in the self-service portal.

Deleting a category

Follow the given steps to delete a category:

  1. Select the KB module on the left menu.
  2. Hover the category you want to delete.
  3. Click on the more options icon and select the Delete option.
  4. Click on the Delete option on the confirmation screen to delete the category.
  5. If you have sections or articles under that category, you will receive additional confirmation dialog box asking whether to move those items into another category or delete them.

Delete Category

  1. Choose Delete section & articles to delete all the items under this category or Move sections & articles to choose the category or section to move them.

Move to Another Category

Note: The articles under the deleted category will be moved to deleted state. You can restore that for later if needed from the Deleted Articles section.

Section

Sections helps to group the common articles under a topic. Three sections can be created under the categories.

Creating a section

Follow the given steps to create a section:

  1. Click on the Plus icon of the category you want to add the section under the Manage Articles.

Section Menu

  1. Click on the New Section option to open the create new section page.

  2. Enter the name, and description.

Add section

  1. Click on the Add option to create the section. The new section will be displayed in the category.

Section Listing

Editing a section

Follow the given steps to edit a section:

  1. Select the KB module on the left menu.
  2. Hover the section you want to edit.
  3. Click on the more options icon and select the Edit option.
  4. You can modify the details in the edit screen.
  5. Click the Update option to save the changes.

The following are the additional supported options:

  • You can also re-order the section position by dragging and dropping.
  • Move option is available to the section of another category or section.

Deleting a section

Follow the given steps to delete a section:

  1. Click on KB module on the left menu.
  2. Hover the section you want to delete.
  3. Click on the more options icon and select the Delete option.
  4. Click the Delete option on the confirmation screen.
  5. If you have sub-sections or articles under that section, you will receive additional confirmation dialog box whether to move the items into another category or section or delete them.

Delete Section

  1. Choose Delete section & articles delete all the items under this section or Move sections & articles, to choose the category or section to move them.

Move to Another Section

Note: The articles under the deleted section will be moved to deleted state. You can restore the article later if needed, from the Deleted Articles section.

To learn more about getting started with knowledge base, click here.

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