Organize KB articles with Topics

To make the Knowledge Base easy to navigate, articles can be organized into Topics.

Parent topics are displayed on the main help center page (ex. Troubleshooting, Warranty, Helpdesk 101). Child topics can be created within them.

Agents must have manager (or higher) permissions to create, update, or delete topics and knowledge base articles.

To create a new parent topic

  1. Click on the waffle icon on the upper right corner
  2. Select Knowledge base solutions
  3. Navigate to Topics management 
  4. Click + new
  5. Enter a topic name
  6. (Optional) Enter a topic description
  7. Select a topic icon and color
  8. Click save

To create a new child topic

  1. On the Topics management page, click on + next to the desired high-level topic
  2. Enter a topic name
  3. (Optional) Enter a topic description
  4. Select a topic icon and color
  5. Click save

To edit an existing topic

  1. On the Topics management page, click on the pencil icon next to the desired topic
  2. Make the necessary changes
  3. Click save

To reorder the topics on the help center

  1. On the Topics management page, select reorder
  2. Click on change topic parent
  3. Next to the desired parent topic, select move inside here