Getting Started with Taxonomy

Matt Aunger Updated by Matt Aunger

We don't support having the same article in multiple categories as it can create a frustrating user experience. If users find multiple copies of the same article dotted throughout your knowledge base, it can diminish their perceived quality.

Nesting Categories

Nesting categories is the only exception to the rule since it creates a taxonomy tree. Usually these are best used where the parent category is broad and child categories are more specific. For example, a parent category of "Integrations" might contain child categories grouping articles around specific integrations. Inside that subcategory would be articles relating to that specific integration. This would result in the category tree structure of Integrations > Specific integration category > Specific integration articles

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