Add Data Categories to Category Groups | Salesforce
Add Data Categories to Category Groups
Once you have category groups, you can add data categories to help agents classify and find articles, questions, or ideas.
Available in: Salesforce Classic
Data categories and answers are available in Enterprise, Performance, Unlimited, and Developer Editions.
Salesforce Knowledge is available in Performance and Developer Editions and in Unlimited Edition with the Service Cloud.
Salesforce Knowledge is available for an additional cost in: Professional, Enterprise, and Unlimited Editions.
User Permissions Needed
To view the Data Categories page:
“View Data Categories”
To create, edit, or delete data categories:
“Manage Data Categories”
Administrators can create data categories for Salesforce Knowledge articles, questions in a zone, or ideas to classify and find articles, questions, or ideas. You can also use data categories to control access to articles, questions, and ideas.
By default, you can create up to 100 categories in a data category group and have up to 5 levels in a data category group hierarchy. To request more categories or hierarchy levels, contact Salesforce.
On the Answers tab, only first-level data categories display. Therefore, when creating data categories for a portal or community, ensure that the categories you want visible have a sibling relationship and not a parent-child relationship.
From Setup, enter Data Category in the Quick Find box, then select Data Category Setup.
Click the category group name.
Click a category that is directly above where you want to add a category (a parent), or at the same level (a sibling).
Click Actions, then select an action: Add Child Category or Add Sibling Category.
Enter a category name up to a maximum of 40 characters.
If possible, Salesforce automatically reuses the name you entered as the Category Unique Name, a system field which the SOAP API requires.
Click Add. Alternatively, press Enter.
Save your changes frequently. The more actions you perform before clicking Save, the longer it takes to save.
By default, all Salesforce Knowledge users and zone members can see all categories within an active category group. You can restrict category visibility after you have set up your data categories to ensure that users only access articles and questions that you want them to see.