[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"initial-data":3,"kb:search:disabled":33,"kb:sectionPath:null:null:fr":36,"kb:categories:1:fr":37,"kb:brandArticles:1:0:fr":38,"kb:articleDetails:96:fr":45},[4,14],{"theme":5,"assets":11},{"color-primary":6,"color-page-bg":7,"color-page-bg-dark":8,"color-content-bg":7,"color-content-bg-hover":9,"color-text-default":10},"#e51728","#ffffff","#121212","#f6f9fc","#0a2540",{"logo":12,"favicon":13},"\u002Fknowledge-base\u002Fpleased-logo.svg","\u002Fknowledge-base\u002Fpleased-favicon.svg",[15],{"name":16,"code":17,"url":17,"displayOrder":18,"isActive":19,"inboundEmailDomains":20,"outboundEmailDomain":20,"publishSettings":21,"id":18},"Pleased","pleased",1,true,"@pleased.com",{"KB":22,"CHATBOT":29},{"publishedLanguages":23,"defaultLanguage":28},[24],{"name":25,"nameLocal":26,"locale":27},"English*","English","en",{"name":25,"nameLocal":26,"locale":27},{"publishedLanguages":30,"defaultLanguage":32},[31],{"name":25,"nameLocal":26,"locale":27},null,{"data":34,"total":35},[],0,[],[],{"content":39,"number":35,"size":40,"totalElements":35,"pageable":41,"last":19,"totalPages":35,"sort":44,"first":19,"numberOfElements":35,"empty":19},[],10,{"sort":42,"offset":35,"pageNumber":35,"pageSize":40,"paged":19,"unpaged":43},{"sorted":19,"empty":43,"unsorted":43},false,{"sorted":19,"empty":43,"unsorted":43},{"article":46,"sections":56,"category":60,"relatedArticles":62,"relatedTagsArticles":70},{"id":47,"brandId":18,"sectionId":48,"categoryId":32,"title":49,"body":50,"keywords":32,"position":51,"isCommentDisabled":32,"isDraft":43,"isPromoted":43,"upvotes":32,"downvotes":32,"isActive":19,"language":27,"englishVersion":19,"createdAt":52,"createdBy":53,"updatedAt":54,"updatedBy":40,"tags":32,"includeForAi":19,"authorName":55},96,14,"Creating a category","\u003Cp>Categories organise your knowledge base so customers can find the article they need. They are the top level of the structure: categories contain sections, and sections contain articles.\u003C\u002Fp>\u003Cp>Knowledge base categories are entirely separate from ticket categories. You can structure your help centre around what customers need to know without affecting how tickets are classified.\u003C\u002Fp>\u003Cp>Each brand and each language has its own set of categories.\u003C\u002Fp>\u003Ch2>Before you begin\u003C\u002Fh2>\u003Cp>You need:\u003C\u002Fp>\u003Cul>\u003Cli>A role with permission to manage categories in the knowledge base.\u003C\u002Fli>\u003Cli>The correct brand and language selected - categories do not sync across either.\u003C\u002Fli>\u003C\u002Ful>\u003Cp>Decide the category name customers will recognise before you create it. Category names are navigation: customers scan them and decide where to click.\u003C\u002Fp>\u003Ch2>Step 1 - Open Manage Categories\u003C\u002Fh2>\u003Col>\u003Cli>Go to Knowledge Base > Dashboard.\u003C\u002Fli>\u003Cli>Confirm the brand and language at the top of the page.\u003C\u002Fli>\u003Cli>Select Manage Categories (top right).\u003C\u002Fli>\u003C\u002Fol>\u003Cp>The panel lists every category for that brand and language.\u003C\u002Fp>\u003Ch2>Step 2 - Add the category\u003C\u002Fh2>\u003Col>\u003Cli>Select Add Category.\u003C\u002Fli>\u003Cli>Enter a name - use the customer's words, not an internal team name. \"Payments and refunds\" beats \"Billing Ops\".\u003C\u002Fli>\u003Cli>Choose whether the category should be visible on the public knowledge base and chatbot, or kept internal.\u003C\u002Fli>\u003Cli>Select Save.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>The category is immediately available to assign to articles.\u003C\u002Fp>\u003Ch2>Public and internal categories\u003C\u002Fh2>\u003Cp>The visibility setting decides whether customers ever see the category:\u003C\u002Fp>\u003Cp>\u003Cstrong>Public - \u003C\u002Fstrong>Appears in the help centre and can be browsed in the chatbot\u003C\u002Fp>\u003Cp>\u003Cstrong>Internal - \u003C\u002Fstrong>Holds content your team needs but customers should not browse\u003C\u002Fp>\u003Cp>Internal categories keep process content out of the customer's way. They are not a security boundary - do not use them for anything sensitive.\u003C\u002Fp>\u003Ch2>Naming categories well\u003C\u002Fh2>\u003Cul>\u003Cli>\u003Cstrong>Describe the subject, not the department.\u003C\u002Fstrong> Customers do not know which team owns what.\u003C\u002Fli>\u003Cli>\u003Cstrong>Be specific enough to be useful.\u003C\u002Fstrong> \"Other\" and \"General\" collect everything and help nobody.\u003C\u002Fli>\u003Cli>\u003Cstrong>Keep the top level short.\u003C\u002Fstrong> A dozen well-named categories are easier to scan than thirty.\u003C\u002Fli>\u003C\u002Ful>\u003Ch2>After you create a category\u003C\u002Fh2>\u003Cul>\u003Cli>Add sections to divide it into more specific areas \u003C\u002Fli>\u003Cli>Assign articles to it from the article editor.\u003C\u002Fli>\u003Cli>Create the equivalent category in your other languages, since structures do not sync.\u003C\u002Fli>\u003C\u002Ful>\u003Ch2>Troubleshooting\u003C\u002Fh2>\u003Cp>\u003Cstrong>The category is not appearing.\u003C\u002Fstrong> Check you are on the correct brand and language, and that it saved.\u003C\u002Fp>\u003Cp>\u003Cstrong>I cannot see it when assigning an article.\u003C\u002Fstrong> Categories are brand and language specific. Confirm the article is being written under the same brand and language.\u003C\u002Fp>\u003Cp>\u003Cstrong>I cannot open Manage Categories.\u003C\u002Fstrong> Your role needs knowledge base permission to manage categories - ask an administrator to update it.\u003C\u002Fp>",97,"2026-09-02T10:10:56.000+00:00",15,"2026-09-10T13:16:37.000+00:00","Nikita Beslik",[57],{"id":48,"brandId":18,"categoryId":58,"parentSectionId":32,"position":48,"title":59,"description":59,"titleTranslated":32,"descriptionTranslated":32,"sections":32,"articles":32,"isActive":19,"language":27,"englishVersion":19,"isInternal":43},17,"Creating Categories and Sections",{"id":58,"brandId":18,"position":53,"title":61,"description":61,"titleTranslated":32,"descriptionTranslated":32,"isActive":19,"language":27,"englishVersion":19,"isInternal":43},"Creating a Knowledge Base",[63,64,67],{"id":47,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":49,"titleTranslated":32,"position":51,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},{"id":51,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":65,"titleTranslated":32,"position":66,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},"Manage categories",99,{"id":68,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":69,"titleTranslated":32,"position":68,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},98,"Creating a section",[]]