Define a knowledge article category

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

    • Each knowledge base has a hierarchy of categories that organizes the articles.

    Antes de Iniciar

    Role required: knowledge_admin, knowledge_manager, CanContribute access to the knowledge base

    Por Que e Quando Desempenhar Esta Tarefa

    Define a hierarchy for categories by creating parent-child relationships. Each hierarchy consists of a top-level category and a structure of subcategories, which are also named the child categories. The category hierarchy is saved in the Full category field in the Knowledge Category [kb_category] table.

    You can create and edit categories separately for each knowledge base.

    Procedimento

    1. Navigate to All > Knowledge > Administration > Knowledge Bases.
    2. Select a knowledge base you manage.
    3. Create a top-level category.
      1. In the Knowledge Categories related list, click New.
      2. On the Knowledge Category form, fill in the fields.
        Tabela 1. Knowledge Category form
        Field Description
        Label Label for the category.

        The label appears as the name of the category.
        Value Value for the category you use when referencing the category in scripts.
        Parent ID Top-level component associated with the category.

        This field is automatically set to the top-level component ID.
        Active Option to enable the category.
      3. Click Submit.
    4. Opcional: Create a child category.
      1. Expand an existing category and click New within the expanded section.
      2. Fill in the Knowledge Category form.
      3. Click Submit.

    O que Fazer Depois

    In addition to using categories defined by a knowledge manager, knowledge contributors can add and edit categories when editing an article.