Learn how to succeed in your role as a service desk agent.
Categorize knowledge base articles
Group your articles into categories so help seekers don’t have to scroll through a list of articles to find the one they want. These categories will also be added to your portal so your help seekers can easily access them.
To categorize a knowledge base article:
From your service desk project, go to Knowledge base.
Click + New category in the sidebar.
Enter a name for the category.
Enter a description for the category.
Click Add article.
Click + next to each article you want to add to the category.
Click Back to category. The articles you have added to the category are displayed in the category.
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