Question

How to create a structure of sections hierarchy in the knowledge base? How to make subcategories?

Solution

In Swarmica, article categorization is done with two entities:

1. Product. A product (as well as its components - version, edition, and platform) is a single entity that can be assigned to both tickets and articles. When using the product label for articles, it will be the top level of categorization.
2. Category. Or sections in which you can define articles.

IMPORTANT! Product and category ARE NOT a nested hierarchy. It's more like tags that filter the view of articles on the help center.

For example, in the Settings category, you can have Article A for Product 1 and Article B for Product 2. If you select All Products on the help center and go to the Settings category, both articles will be available. If you select the corresponding product, only the article for that product will be filtered.

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