Administering Knowledge Management › Knowledge Categories

Knowledge Categories

Knowledge documents are arranged into knowledge categories. Knowledge engineers, knowledge managers, and administrators can manage the categories. Each of these individuals uses Knowledge Management to create, copy, and modify categories. However, only knowledge managers and administrators can delete categories. When you construct the category structure in Knowledge Categories, you are creating the hierarchical structure that service desk employees, customers, and analysts use to navigate to relevant documents.

Assign each document to a primary category. For example, any knowledge related to Microsoft Word must be added to the Microsoft Word category. In addition, Knowledge Management lets you associate a document with multiple secondary categories and other documents. In this way, a document can be classified under many different applicable categories and can provide for more successful search results.

The category structure performs the following functions:

• Organizes knowledge solutions into manageable groups.
• Makes it easier to assign access rights.
• Makes it possible to search for solutions using FAQ/Browse.

  To use category browse functionality from an incident, the incident area and the knowledge category must match. When you create an incident based on a knowledge document, the document category sets the incident area; therefore, the category and the area always match.

• Creates a document link—A see also link appears when viewing either of the linked documents. The see also link lets you go directly from one linked document to the other.