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Question

Knowledge Categorization/Folder Structure

  • 17 August 2023
  • 3 replies
  • 73 views
S
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For those using Knowledge, would you share your categorization structure?  We are getting started and I need some idea :)

 

Thanks!

3 replies

eeha0120
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Userlevel 6
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Hi Sharon.

I guess that that depends on your areas of support / expertise.

We work with different products for different approaches, so we have created those categories based on that.

 

This is a small sample of what we currently have:

 

Hope this helps.

 

 

Regards,

Elvis Henriquez
Lorentz
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Userlevel 1
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As Elvis mention this is widely up to what are off support/expertise you are using.

We are a software company and have split our Business lines by Category, and using folders for each productline.(splitt into one for external and one for internal use). In addition we got one category for Freshservice. 

As an Example:

  • Energy 
    • Trade
    • Trade_Internal
    • Production
    • Production_internal
  • Infrastructure
    • Terrain
    • Terrain_Internal
    • Connected
    • Connected_Internal
  • Grid
    • Elsmart
    • Elsmart_internal
  • Freshservice
    • Internal
    • External
Tony Gambino
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Userlevel 2
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Desktop support in the advertising sector here. This is what I have. 

Like @Lorentz above we have some internal only folders that are not exposed to our requestors, these are essentialy the “instruction manual” for my IT agents. I mark them with “(agents Only)” instead of “_Internal”

 

I have written some workflow automations that will insert these Agents Only articles as private notes when certain catagories are chosen, or keywords are identified. The URL is in the note, i have editied it out of the screenshot below.

 

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