Categories can be added to a knowledge base to better organize its articles. 

• Access the knowledge base that you want to edit from Knowledge Base → Knowledge Bases.
• Navigate to the Knowledge Categories page at the bottom of the screen and click on the New button to create a new knowledge category. There are four options available to fill out:
  
  • Label: Appears as the name of the category.
  • Value: The value used to reference the category in scripts.
  • Parent ID: A hierarchical option used when defining a category with subcategories. See Changing the structure of a subcategory or category below for more information.
  • Active: Make sure it is checked in order to enable the category.
• Click Submit, and the category should show up as a record under the Knowledge Categories page.

Creating subcategories

Nested categories, or subcategories can be created in a similar fashion. To browse the category structure, click the black triangle next to a category to see its children. To add or edit child categories, follow the steps as outlined above and select the "parent" category at the level above the category being added or edited.

Deleting a category or subcategory

If your organization no longer uses a particular category or subcategory, you can choose to delete it as a user with an admin role.

*Note: Be cautious when following these steps to delete categories/subcategories, as this action cannot be undone. If you wish to simply deactivate a category, uncheck the Active checkbox in the category options.

• Navigate to the category or subcategory and select the checkbox.
• In the “Actions on selected rows…” dropdown box, select Delete.
• The category and/or subcategory should now be removed from the list of Knowledge Categories.

Changing the structure of a subcategory or category

If you want to change the order in which categories/subcategories appear in the list, open and edit the Parent ID value to reorganize its position in the category list.