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You can refine the search capability for KB articles by associating them with tags, categories, and sections, all of which you can create through the Settings tab of the Knowledge Base Config window.

Creating a Tag

You can search for articles based on keywords (tags) that are associated with them. When creating an article, these tags appear as options in the Tag field.

To create a tag:

  1. On the Configure tab, click Knowledge Base > Config.
    The Knowledge Base Config window appears.
  2. On the Settings tab, in the Tags section, click New.
    The New tag window appears.
  3. In the Enter a tag name field, specify a name for the tag, and then click Save.
    The tag is created, and it appears in the table in the Tags section.
  • You can modify the name of a tag within the row in the table.
  • You can filter the tags in the table by specifying the partial or full name of the tag in the Search tags box.
  • You can delete a tag by using the delete icon  in the row displaying the tag.

Creating a Category

You can search for articles based on groups (categories) that are associated with them. When creating an article, these categories appear as options in the Category field.

To create a category:

  1. On the Configure tab, click Knowledge Base > Config.
    The  Knowledge Base Config window appears.
  2. On the Settings tab, in the Categories section, click New.
    The New category window appears.
  3. In the Enter a category name field, specify a name for the category, and then click Save.
    The category is created, and it appears in the table in the Categories section.
  • You can modify the name of a category within the row in the table.
  • The value in the Order column indicates the position of the category as it appears in the Restrict Category drop-down list box on the KB portal. You can modify the order of a category by using the drag-and-drop operation within the table.
  • You can filter the categories in the table by specifying the partial or full name of the category in the Search categories box.
  • You can delete a category by using the delete icon  in the row displaying the category.

Creating a Section

You can search for articles based on category sections that are associated with them. When creating an article, these sections appear as options in the Section field.

To create a section:

  1. On the Configure tab, click Knowledge Base > Config.
    The  Knowledge Base Config window appears.
  2. On the Settings tab, in the Sections section, in the drop-down list box that appears below the section title, select the category for which you want to create a section.
  3. Click New.
    The New section window appears.
  4. In the Enter a section name field, specify a name for the section, and then click Save.
    The section is created, and it appears in the table in the Sections section.
  • You can modify the name of a section within the row in the table.
  • The value in the Order column indicates the position of the section as it appears in the Restrict Section drop-down list box on the KB portal. 
  • You can modify the order of a section by using the drag-and-drop operation within the table.
  • You can filter the sections in the table by specifying the partial or full name of the section in the Search sections box.
  • You can delete a section by using the delete icon  in the row displaying the section.
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