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Categorize knowledge base articles

You can keep your knowledge base organized by categorizing or grouping articles together. Then your customers won’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 customers can easily find and access articles in them before having to raise a request.

For example, in the IT service project, you can create categories like Computer and Devices and Software and Software Licenses to help organize your help topics.

To categorize a knowledge base article:

  1. From your service project, go to Knowledge base.

  2. Select the category you want to add the article to.

    • If you want to create a new category, select New category in the sidebar. Enter a name and description for the category and select Create.

  3. Select Add article.

  4. Select the plus icon + next to each article you want to add to the category.

  5. Select Back to category. The articles you have added to the category are displayed in the category.

Learn how to add a knowledge base article to multiple categories.

Categories are only available for spaces linked from Confluence cloud sites.

The option to create new categories will be visible only after you’ve linked at least one Confluence space to your knowledge base. You can add 20 categories per service project and 50 articles per category.

Reordering categories

Categories and the articles assigned to them are listed in the portal by when they were last updated. However, if there is a featured article, it appears first and then the remaining articles are shown by the date last updated.

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

 

Last modified on Nov 26, 2021
Cached at 11:23 AM on Dec 2, 2021 |

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