Add articles to brands and categories
Last Update: Oct 2024 • Est. Read Time: 2 MINBoth your internal and public facing knowledge base articles can be grouped under multiple categories within your knowledge base. If your organization has multiple brands configured, the same article can be shared across brands.
For example, let’s say your organization consists of two clothing brands that have the same Shipping & Handling policy. Instead of creating two separate articles containing the same information for each brand site, you can create a single article and then add it to each brand’s knowledge base.
Who can access this feature? | |
User types | Content administrators can access knowledge base settings. |
You can update the brands and categories for a published article at any time. You do not need to create a new draft or publish a new version of the article to update category assignments.
To organize your article under a category:
- Go to Settings > Knowledge Base > Articles.
- Select the article you want to organize.
- In the right panel, under the Settings tab open the Category section.
- Select Manage Brands and Categories.
- Select the brand where you want to add the article.
Note: Each brand must set up its own categories separately. For more information on how to create a category, see Organize your knowledge base with categories.
- Select a category from the drop-down menu. To add an article to multiple categories, select + Add Category, then continue to select additional categories using the available drop-down menus.
- To add the article to another brand, select the brand. Then, select a category from the drop-down menu.
- Select Save Changes.
Your article will now reside within the categories and brands that you selected.
Note: If you do not assign any categories to an article, the article will only appear in search. Users won't be able to find the article through browsing your knowledge base, and will only locate it if they use the search field on your knowledge base homepage.
You can assign both internal and public articles to the same category. Internal articles are always shown with a lock icon. If a category only contains internal articles, it will be treated as an internal only category and show a lock icon next to its name. Only internal agents and admins will have access to view the category and any internal content in it. This category will not be visible in your public knowledge base.
Categories that contain both internal and public articles will be treated as a public category and will be visible in your knowledge base, along with any public articles in it.