Why It Matters
Well-structured Knowledge Base (KB) categories make it significantly easier for agents to save ticket resolutions correctly and help employees find relevant self-service articles faster. Establishing a clear, searchable structure early on prevents your knowledge base from becoming cluttered and difficult to navigate as your documentation grows.
How to Set It Up
- Access the Settings: Log into your ITSM workspace, navigate to Setup → Dropdowns, open the Tools section, and select Knowledge Base Categories.
- Create a Category: Click the Add button. Enter a clear Category name and add optional Comments to clarify what kind of articles belong there.
- Build Hierarchies: To keep your portal user-friendly, broad topics should be at the top level, while specific technical guides should be nested underneath. Use the As child of dropdown to nest your new category under an existing one. (Pro Tip: You can click the + sign next to this field to quickly create a brand-new parent category on the fly!)
- Save and Organize: Click Add to officially save the category. It is now immediately available for agents to use when drafting or categorizing articles.
Next Steps
Now that your Knowledge Base categories are set up, navigate back to your ITIL Categories and link them together! This ensures that when an agent resolves a ticket, the system automatically suggests saving the resolution to the correct corresponding KB category by default.
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