Creating Knowledge Base Sub-Category
- A customer self-service portal allows users to manage their supportrequests, track ticket statuses, and submit new issues all in one place. Italso integrates with the knowledge base, offering relevant articles, FAQs, andtroubleshooting tips based on the customer’s queries.
- Only an Admin in your organization can add Knowledge Base (KB) Sub-Category to the portal.
- Click on the Portal icon as shown in the image below.
- Select Admin, since you'll be setting up a new Sub-Category in theKnowledge Base.
- In the admin panel, go to the Knowledge Base section and select Articles.
- A list of all existing knowledge base articles in the portal will bedisplayed.
- From the Add menu dropdown, select Sub-Category.
- Enter the name of the new sub category.
- Select he Category under which the Sub-Category will appear.
- Click the Save button to create and add the new Sub-Category tothe portal.
- An example of a configured portal is shown below, illustrating how the category, sub-category, and KB article title will appear to users.
