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Overview

A typical Knowledge base (KB) has a large number of articles. Users need an easy and quick way to find an article. Articles can be organized into hierarchies using categories and sub-categories.

 

When To Use Categories As Opposed To Tags

Tags, like Categories, help organize and categorize articles. However, Categories group articles together based on the most important topic or feature of the article is focused. Tags identify articles based on certain key words  found in those articles..

Both categories and tags can be used in the advanced search filter (add-on) to focus on specific topics and categories related to what the user is looking for.

Difference between the usage of Categories and Tags:

  • Category – groups articles based on common a topic or feature. Example categories: Cats, Dogs, Birds, Fish
  • Tag – identifies article based on important keyword(s) or less important topic and feature within the article. Example tags: four-legs, two-feet, land, ocean

 

Using Categories and Sub-Categories

Categories and sub-categories define how:

a) articles are grouped together, and

b) the overall hierarchy and organization of the knowledge base

If your knowledge base has too many articles or a complex topic, both categories and sub-categories are recommended and Tab Layout can be a good option to consider.

Note:  If your knowledge base grows in the future you can change the category hierarchy and the structure of the KB Home page to display the new structure.

Last Updated On May 26, 2017