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Managing Knowledge Base Categories


Organize your knowledge base articles into categories to help your users quickly find what they need. This article will show you how to add and edit categories, and create parent-child relationships for sub-categories.

In this article:

  • Creating a Knowledge Base Category
  • Parent-Child Categories
  • Adding Articles to Categories

Creating a Knowledge Base Category

Begin by heading to Knowledge Base and selecting the specific knowledge base you’d like to work on. Next, click ‘Manage Categories’, then click ‘Add Category’.

Give the category a title. You can make it short, e.g. ‘Settings’, or long, e.g. ‘Getting Started for Administrators’, depending on what helps your users find information quickly. Add a brief description, which will display on some Knowledge Base themes. You may also upload a category icon and select a parent category.

Click ‘Save’ and the category will be available in the article editor.

Note: Categories will not appear live on your knowledge base until an article has been assigned to it.

Using Parent and Child Categories to Create Subsections

Adding child categories adds a further layer of organization to your knowledge base content, making it more navigable for users.

When creating a new category, you’ll have the option to select a parent category. For example, under Settings we have four subcategories: Account Settings, Messenger Settings, Conversation Settings, and Installation and Setup.

Parent and child category appearance is determined by your theme settings. If you use the default theme, all categories will show on the knowledge base homescreen. 

Adding Articles to Categories

In the article editor, use the dropdown menu to select the article category. More than one category can be selected if you want an article to appear in multiple places.

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