Organise the knowledge base with categories

The knowledge base is organised by a category tree. Manage it from the left rail on Knowledge.

Managing categories

• Click + on the Categories rail to add a category. Choose Top-level or nest it under an existing one (one level deep).
• Hover a category to rename or delete it. Deleting keeps its articles — they simply become uncategorised — and un-nests any children.
• Picking a category filters the article list; a parent also shows its children's articles.

Creating articles under a category

1. Select the category (or click New article from it).
2. In the editor, pick the Category from the dropdown and write the article with the rich editor.
3. Publish. The article appears under that category for agents and in the customer help center, where the same categories group the public articles.

The AI answer bot and the portal's live suggestions both read from published articles — good categories and titles make both dramatically better.