What are the benefits of knowledge base categories?

You can keep your knowledge base organized by categorizing (or grouping) articles together to help agents quickly find articles for customers, and customers to easily find articles in the help center. For example, in the IT Service Desk, you can create categories like Computer and Devices and Software and Software Licenses to help organize your help topics.

 

Help Center featuring catagories

Both the categories, and the articles assigned to the categories, are listed alphabetically when they are created. However, if there is a featured article, it appears first and then the remaining articles are presented alphabetically.

To reorder categories, just drag and drop them in the sidebar and you'll see the changes in the help center.

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