Folders organize knowledge articles efficiently, making them easily accessible to Knowledge Console users. They categorize articles based on common parameters such as content type and target audience.
When a new department is created, several standard folders are automatically generated in the Knowledge Console. Authors with the appropriate permissions can create custom folders to better manage content. These user-created folders have configurable permissions, allowing other authors to view, create, edit, or delete articles and subfolders within them.
- Organize Folders Sequentially: Arrange folders in a sequential order to ensure a clear and intuitive structure.
- Add Subfolders as Needed: Within each folder, create multiple subfolders to further organize the content. Ensure that subfolders follow the same logical sequence.
Example Structure in knowledgehub.json:
"folders": [
{
"name": "Catalogs",
"description": ""
},
{
"name": "Credit Cards / Payments",
"description": ""
},
{
"name": "Macros",
"description": "",
"folders": [
{
"name": "Company Information",
"description": ""
},
{
"name": "Contact Information",
"description": ""
}
]
}
]Access the Knowledge System: Log into the Knowledge Console.
Review the Folder Hierarchy: Note the existing folder structure to understand how new folders will fit.
Set Up the Folder Array: In knowledgehub.json, map the folder structure. Begin with a root element named "folders" that contains an array.
{
"folders": []
}- Add Each Folder: Add an object within the "folders" array for each top-level folder.
| Parameter | Description | Type | Required |
|---|---|---|---|
| Name | Name of the folder | String | Yes |
| Description | Description of the folder | String | Optional |
{
"folders": [
{
"name": "Name of folder",
"description": "Description of folder"
}
]
}- Repeat for Additional Folders: Continue adding folder objects to the "folders" array.
Locate the parent folder: In your JSON structure, find the parent folder object where you want to add a subfolder.
Set Up the Subfolder Array: Add a "folders" array within the parent folder object.
{
"folders": [
{
"name": "Name of folder",
"description": "Description of folder",
"folders": []
}
]
}- Add Each Subfolder: Add a folder object within the nested "folders" array for each subfolder.
| Parameter | Description | Type | Required |
|---|---|---|---|
| Name | Name of the folder | String | Yes |
| Description | Description of the folder | String | Optional |
{
"folders": [
{
"name": "Name of folder",
"description": "Description of folder",
"folders": [
{
"name": "Name of subfolder",
"description": "Description of subfolder"
}
]
}
]
}