Edit a category

Edit a category

To edit an existing category:

  1. Go to Knowledge Base > Articles.
  2. Hover over the category you want to edit.
  3. Select Edit. KnowledgeOwl opens the category settings page.

Internal note

Sometimes, you need a place to leave notes for other editors (or yourself) that isn't the Version Notes field. This might include notes on who the subject matter expert is, or that if you update this article, you should also update another article, or some type of quality control note (such as Article Confidence levels if you use KCS).

This type of note is exactly what we designed the Internal Note field for.

Internal notes:

  • Are notes you want front-and-center when you or other content creators are editing a given article or category.
  • Are displayed only in app.knowledgeowl.com, not to your readers.
  • Accept very simple HTML markup, so you can include hyperlinks and lists.
  • Will be displayed at the top of ALL versions of the article.
  • Are available in the Manage Articles CSV export.
  • If used in a template article, will be copied to new articles created from that template.
  • If in an existing article, will be copied when a new article is created from that existing article.

Our default Editor and Writer roles can add, edit, and remove internal notes. If you're using custom user roles, you can add each of these permissions independently using the Internal Note Permissions options. Users who do not have no permissions to create, edit, or delete internal notes will still be able to see internal notes created by other users. Users with only some permissions can only see the options they have permissions to use.

Add an internal note

To add an internal note:

  1. Click the Add Internal Note link to the right of the title:
    Click Add Internal Note
  2. Add the HTML you want to use for your note. If you're just putting in regular sentences, you don't need to add HTML, but you can use it for formatting lists, hyperlinks, and so on.
  3. Select the style you want to use for your note from the dropdown; we default to Alert Info. Here, we've added a one-line note and selected the Alert Warning style.
    Sample Create Internal Note pop-up. Click Create Note to add it.
  4. Select Create Note.
  5. This creates the note and displays it using the style you selected between the title and the editor. You do not need to resave the article itself for the note to be saved.
    Sample Internal Note from the configuration used above

Edit an internal note

Once an internal note exists, you can edit it to make updates. To do so:

  1. Click the Edit Note link that appears just above the note:
    Click the Edit Note link
  2. Edit the HTML or change the style as you'd like. Once you're done making changes, select Edit Note to save your changes. Here, we've added a more complex note with a list:
    Sample edited internal note HTML. Click Edit Note to save the edit.
  3. The note updates immediately based on the changes you made. You do not need to resave the article or category itself for the note to be saved.
    Sample Internal Note displayed based on the HTML in the previous step

Delete an internal note

To delete an internal note completely:

  1. Click the Remove Note link that appears just above the note:
    Click the Remove Note link
  2. A confirmation window will pop-up to be sure you want to delete the note. Select OK to delete the note.
    Click OK to delete the note
  3. The note is deleted immediately; you do not need to resave the article or category for the deletion to complete.

What HTML is supported in internal notes?

We've kept these notes pretty lean. They will support HTML:

  • Paragraph <p>
  • Numbered list <ol>
  • Bulleted list <ul>
  • List items <li>
  • Hyperlinks <a href="www.mylink.com">Link text</a>
  • Bold text <b> or <strong>
  • Italics <i>
  • Paragraph breaks <br>
  • Headers, e.g. <h1>

Internal category title

For each category, you can add an internal title. Internal titles are used only within app.knowledgeowl.com - your readers do not see them when viewing the knowledge base.

Internal titles can be useful when you have a lot of categories or subcategories with very similar names, and you want to be sure you're selecting the correct category when you use:

To add an internal title to a category:

  1. Open the category settings. Refer to Edit a category for more information.
  2. Select Add Internal Title.
    Click the Add Internal Title link
  3. This will show the Internal Category Title field. Add the title you want to use internally to this field.
    Sample Internal Category Title
  4. Select Save.

Where will I see internal category titles?

The internal title is displayed instead of the Full Article Title in these places within app.knowledgeowl.com:

  • The Articles hierarchy
  • In the editor, the Category display beneath the Author field, along with the pop-up search to change categories when that gear icon is clicked
  • The Manage Articles CSV export > Basic > Category and Breadcrumbs columns
  • The Insert Link to Article pop-up/search in the editor
  • The Related Articles search in the editor (only Topic Display and Custom Content categories show up in this list)
  • If you have synced categories between different knowledge bases, the internal title will display in the editor messages identifying the synced categories.

Use cases

My knowledge base might contain one category for each of my products, and I might use the same subcategory hierarchy for each product. So this might be my first two products:

  • Opportunities for Owls
    • Setup instructions
    • Troubleshooting & tips
    • Customization
  • Fight & Flight
    • Setup instructions
    • Troubleshooting & tips
    • Customization

When I want to reference the Fight & Flight Customization subcategory to assign an article to it, or Link to Article to that subcategory, right now if I search Customization, both of these will come up and I won't be able to tell which is for Opportunities for Owls and which is for Fight & Flight. I don't want to change the titles of the categories themselves, because I don't want my customers to see that difference.

I can add an Internal Title to both categories to distinguish them, and that's what will be used for all app.knowledgeowl.com layouts:

  • Opportunities for Owls
    • Setup instructions - OfO
    • Troubleshooting & tips - OfO
    • Customization - OfO
  • Fight & Flight
    • Setup instructions - F&F
    • Troubleshooting & tips - F&F
    • Customization - F&F

This way, when I link to a category or I edit the category, I can search for Customization - F&F and know I'm always getting the correct category.

Customize category behavior in the table of contents

When a reader clicks on a category in the table of contents, the default behavior is for the category menu to toggle open and closed to show and hide its content. 

If you want clicking the category to navigate to the category landing page:

  1. Open the category settings. Refer to Edit a category for more information.
  2. Select Navigate under the Table of Contents Options on the category's settings page:

    Screenshot of the Table of Contents Options, showing Navigate selected

  3. Optional: by default, when using the Navigate setting, KnowledgeOwl both navigates to the category page on click, and toggles open the category menu. To hide the sub-menu and remove the toggle behavior,  select Hide contents.

Delete a category and its content

To delete a category:

  1. Find the category you want to delete in the Articles list.
  2. Hover over the category you want to delete.
  3. Select the Delete icon.

When you delete a category, you also delete all the content inside the category. If you want to delete a category but not the content inside it, move the content out of the category before deleting. 

If you delete a category by accident or need to recover a deleted category, you can use the API to switch the status back to active or contact support so we can do it for you.