Mastering Knowledge Organization: Categories and Sections Demystified
Table of Contents
- Introduction
- Importance of Content Organization in a Knowledge Base
- Organizing KB Categories
- Creating a Category
- Sorting and Visibility Options for Categories
- Filing Tickets for Customer Feedback
- Managing Categories
- Reordering Categories
- Organizing KB Sections
- Creating Sections
- Adding Subsections
- Rearranging and Transferring Sections
- Organizing Articles in Categories and Sections
- Setting the Location for KB Articles
- Sorting and Reordering Articles
- Moving Articles between Categories or Sections
- Managing Categories and Sections
- Editing or Deleting Categories and Sections
- Restoring Deleted Articles
- Conclusion
📌 Importance of Content Organization in a Knowledge Base
In this article, we will explore the significance of content organization in a knowledge base and discuss effective strategies for organizing categories, sections, and articles. A well-structured knowledge base is essential for providing users with easy access to valuable information. By organizing content in a logical and user-friendly manner, businesses can enhance the user experience and improve customer satisfaction.
📌 Organizing KB Categories
Organizing knowledge base categories is the first step towards creating a well-structured knowledge base. Categories serve as the root-level folders for sections and articles, allowing users to navigate and locate information efficiently. To Create a category, log in to your BoldDesk account as an agent, navigate to the KB module, and click the "Create" button followed by "Category." Provide a name, description, and an icon for the category. Choose the sorting order and select the visibility settings Based on your requirements. You can also enable the option to file a new ticket in case of unfavorable customer feedback. Finally, add the category and it will be listed in the Manage articles section.
📌 Sorting and Visibility Options for Categories
When organizing KB categories, it's important to consider the sorting and visibility options. Sorting order determines how articles under a category will be arranged by default. You can choose from various sorting criteria such as date, relevance, or popularity. Visibility settings determine who can access the articles within a category. The options include "Any Users," "Logged-in Users," "Any Agents," "Specific Agent Groups," and "Specific Contact Groups." Choose the visibility setting that aligns with your knowledge base's intended audience and permissions.
📌 Filing Tickets for Customer Feedback
To proactively address customer feedback, you can enable the option to file a new ticket if negative feedback is received for an article. By selecting an assignee for the ticket, you ensure that the appropriate agent takes ownership of resolving the issue. If no assignee is specified, the ticket will be assigned to the article's author by default. This ticketing feature adds an extra layer of accountability and provides an effective way to address customer concerns.
📌 Managing Categories
Once you have created categories in your knowledge base, it's essential to efficiently manage them. In the Manage articles section, you can reorder the categories by simply dragging and dropping them to your preferred positions. This flexibility allows you to prioritize certain categories or adjust the overall structure of your knowledge base. By strategically organizing categories, you create a better hierarchy and improve the overall user experience.
📌 Organizing KB Sections
To further enhance the organization of your knowledge base, you can create sections within categories. Sections can be thought of as sub-folders within a category, enabling more granular organization of articles. In the Manage articles section, select a category in which to create a section and click the "Plus" icon, followed by the "New Section" option. Provide a name and description for the section and add it to the knowledge base.
📌 Adding Subsections
For even more detailed organization, you can add subsections within categories. Subsections allow you to further divide and structure your knowledge base. To add a subsection, click the "Plus" icon within the respective section and provide the necessary details. Keep in mind that categories support up to four hierarchical levels of sections, so utilize subsections wisely to maintain a balanced and easily navigable knowledge base structure.
📌 Rearranging and Transferring Sections
To maintain a flexible knowledge base structure, you can rearrange or relocate sections as needed. Utilize the drag and drop feature to change the positions of sections or transfer them from one category to another. This functionality gives you the freedom to adapt your knowledge base's organization based on evolving requirements or feedback from users. Additionally, the "Move" option allows you to transfer sections between categories effortlessly.
📌 Organizing Articles in Categories and Sections
Once you have established the categories and sections in your knowledge base, it's time to organize the articles within them. During article creation, you can select a category and, if applicable, a section to specify the location where the article should be listed. By default, articles will be ordered based on the sorting option set for the category. However, you can modify the sorting order as needed to ensure articles are listed in a way that optimally serves your users' needs.
📌 Sorting and Reordering Articles
To further refine the organization of articles within a category, you can leverage sorting and reordering options. If the category's sorting order is set to "Position," you can rearrange the articles by clicking the "Reorder" option on the category's article listing page. This allows you to manually adjust the sequence of articles based on relevance or other criteria. By clicking the more options icon next to an article, you can utilize features such as "Move to top," "Move to bottom," and "Move to position" to precisely control the article's position within the category.
📌 Moving Articles between Categories or Sections
Knowledge base content may need to be reorganized over time. Fortunately, you have the option to move articles between categories or sections to ensure optimal organization. On the article global or category listing page, click the more options icon next to the article you want to move and select the "Move" option. A pane will open displaying the article's Current location and allowing you to choose a new location. By selecting the desired location and clicking "Move here," you can seamlessly transfer articles to different categories or sections without losing any valuable information.
📌 Managing Categories and Sections
To maintain an organized knowledge base, it's important to periodically review and manage your categories and sections. You have the option to edit or delete a category or section by clicking the more options icon next to it. When deleting sections or articles within a category, a confirmation dialog box will appear, presenting you with the choice to either delete the content or move it to another category. Rest assured that deleted articles can be restored by selecting the "Restore" option, ensuring that no valuable information is permanently lost.
📌 Conclusion
In conclusion, effective content organization is vital for a well-structured and user-friendly knowledge base. By carefully organizing categories, sections, and articles, businesses can enhance the user experience, improve customer satisfaction, and streamline the information retrieval process. Remember to regularly assess and adjust your organization strategy to meet the evolving needs of your users. With a well-organized knowledge base, you can empower users to find the information they need efficiently and enhance overall customer support.
Highlights:
- Organizing knowledge base categories and sections is crucial for a user-friendly experience
- Sorting and visibility options help in organizing categories effectively
- Section and subsections provide granular organization
- Reordering and transferring sections ensure flexibility in the knowledgebase structure
- Moving articles between categories or sections facilitates efficient organization
- Regularly managing categories and sections helps maintain an effective knowledge base structure
FAQ:
Q: Can I change the sorting order of articles within a category?
A: Yes, you can modify the sorting order of articles by choosing the appropriate criteria, such as date, relevance, or popularity.
Q: Is it possible to restore deleted articles in the knowledge base?
A: Yes, you can restore deleted articles by selecting the "Restore" option from the Deleted Articles section.
Q: How many hierarchical levels of sections can be created within a category?
A: Categories support up to four hierarchical levels of sections, allowing for a well-organized and structured knowledge base.
Q: Can I move articles between different categories or sections?
A: Yes, you have the option to move articles to different categories or sections using the "Move" feature, ensuring optimal organization of content.