Organizing Knowledge Base - Categories and Sections

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.

Check the GIF below for further illustration.

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

Step 4: You can enter the following fields 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:

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.

Editing a Category

Follow the given steps to edit a category:

1. Select the KB module on the left menu.
2. Hover over 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.

Deleting a Category

Follow the given steps to delete a category:

1. Select the KB module on the left menu.
2. Hover over 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 an additional confirmation dialog box asking whether to move those items into another category or delete them.

6. 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.

Section

Sections help 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.

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

3. Enter the name and description.

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

Editing a Section

Follow the given steps to edit a section:

1. Select the KB module on the left menu.
2. Hover over 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 reorder the section position by dragging and dropping.
• Move option is available to move the section to 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 over 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 an additional confirmation dialog box asking whether to move the items into another category or section or delete them.

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

Learn more about Get Started With Knowledge Base.

FAQs

Q1. Can I create an article category without linking it to a brand?
No. Every category must be linked to at least one brand because categories are brand-specific in BoldDesk. If you have multiple brands, you can map the same category to more than one brand.

Q2. What happens if I delete a category that contains sections and articles?
When deleting a category, you’ll be prompted to either move sections and articles to another category or delete them permanently. Deleted articles go into the Deleted Articles section, where they can be restored later.

Q3. Can I reorder categories and sections?
Yes. Both categories and sections can be reordered using drag-and-drop in the Manage Articles view. The order determines how they appear in the self-service portal.

Q4. How many hierarchy levels can sections have?
The Knowledge Base structure supports up to 4 levels of hierarchy for sections under categories (Category → Section → Sub-section → Article).

Related Articles

• How to Manage the Visibility of the Article Category
• How to Reorder Articles and Sections in the Agent Portal
• How to Restore Deleted Articles in a Multilanguage Knowledge Base