Last updated: October 18, 2023
Available with any of the following subscriptions, except where noted:
Service Hub Professional, Enterprise
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You can use categories and subcategories to organize your knowledge base. You can also use tags to improve your search results and help your users find the right articles.
Create and customize categories
- In your HubSpot account, navigate to Service > Knowledge Base.
- In the upper right, click Organize categories.
- To create a new category:
- Click Create category in the top left.
- In the dialog box, enter a name and description for the category. If you have a multi-language knowledge base, you can enter a separate name and description for each language.
- Click Create category.
- To reorder your categories, click a category in the left sidebar and drag and drop it to its new position. By default, categories are organized alphabetically.
- To edit a category's name and description:
- In the left sidebar, select the category.
- In the top right, click Edit category.
- In the dialog box, edit the name and description. If you have a multi-language knowledge base, you can enter a separate name and description for each language.
- Click Update category.
- To delete a category, hover over the category and click Delete. All articles and subcategories must be removed from a category before it can be deleted.
- To set your changes live in your knowledge base, click Update in the top right.
Organize and manage subcategories
You can further organize your knowledge base articles by dividing categories into subcategories. By default, subcategories and articles are ordered alphabetically
- In your HubSpot account, navigate to Service > Knowledge Base.
- In the upper right, click Organize categories.
- To create a new subcategory:
- In the left sidebar, select a category. Current subcategories will appear on the right.
- In the top right, click Create subcategory.
- In the dialog box, enter a subcategory name. If you have a multi-language knowledge base, you can enter a separate name for each language.
- Click Create subcategory.
- To organize subcategories and articles:
- In the left sidebar, select a category. Current subcategories and their associated articles will appear on the right.
- Click a subcategory or article, then and drag and drop it to its new position.
- To change an article's category or subcategory:
- Hover over the article and click Move.
- In the dialog box, click the Category dropdown menu and select a category.
- To also move the article into a subcategory, click the Subcategory dropdown menu and select a subcategory.
- Click Move.
Please note: when you move an article into a different category and/or subcategory, the article URL will not be modified. Any changes to the article URL must be made in the article editor.
Organize and manage tags
To improve search results for your useres, you can tag articles with keywords and phrases that readers would typically use to find them.
Please note: tags will not be visible to readers, they are used to improve search results only.
- In your HubSpot account, navigate to Service > Knowledge Base.
- Hover over an article, and click Edit.
- In the editor, click the Settings tab.
- In the Keywords for search section, click the Tags dropdown menu and select an existing tag. To create a new tag, type the name of your new tag, then click + Add tag.
