What are Categories and Articles in the Solutions Module?

Dennis Braganza Apr-25th, 2020 6:47 1 0

What are Categories and Articles in the solutions module?

Solutions are knowledgebase articles that can be added in the system which serve as a self-help for the clients. These articles added in your Solutions module can be from anywhere, but usually comes from several contributors who are well versed on the subject. This knowledge base can include FAQ’s, troubleshooting guides, and any other nitty gritty details you may want or need to know. Managing a knowledge base is the ideal way to handle high-volume, simple interactions.

Solutions module can be accessed through the launcher icon in the inbox of the staff portal. When you access the solution module, firstly you will have to select the domain from your available domains. Once a domain is selected, associated with that domain you will find a solutions dashboard, categories and comments under three different tabs.

Categories provide a useful function of segregating articles. Under the categories tab you will find a hierarchy of categories starting from root. You can also add a subcategory under a category. Solution articles can be added under these categories and subcategories whose access rights can also be defined by you. Hence, these restrictions also enable you to add articles that can be accessed only by the target group. These articles can be open for all, logged in clients or only staff members.

You can also restrict who adds articles by role access. If a Staff is restricted from adding articles, he will not be able to do so unless his access rights are revised through the admin settings. You can also add new categories and articles from this page itself. From the more list icon

provided at the top right corner of the screen, you can select to add a new category or article.

From the drop down options provided alongside the existing categories, you can also select to add a new article or a new category. Using this option if you choose to add a category, it will work as a subcategory of the existing category. You may choose to add articles under these categories or subcategories as per your requirement.

Along with these, you also have some additional options available in the drop down menu. You can edit the category details, delete the category or even clone the category. Cloning a category will create an additional category where you can select whether you want to duplicate just the category or the category along with the entire contents. You can also change the destination of the category during this operation.

A new category can be added in the system only through the staff portal. While adding a new category you will have to select the domain name and title of the category. For eg. FAQ’s or frequently asked questions. Description can be anything that describes this category in detail. (it is an optional field)

On the same page itself you will be asked to specify the parent category. ‘Root’ is basically the first and foremost parent category through which the rest of the categories originate. The order of articles displayed on the page can be modified. If you select ‘new first’ under order, the newest submitted article will be displayed on the top in that category. If you select ‘old first’ then the articles will be displayed oldest on top and newest at the bottom. ‘Modified first’ option arranges the articles in accordance with their modification date, with newest on the top and oldest at the bottom of the page.

Display order specifies in what order will the categories be listed. The default order assigned is 0 which is the beginning. It can proceed till you keep on adding new categories. Using the option of ‘visibility’ you can also restrict who can access this article. It can be visible for only the staff, logged in clients or everybody as per your requirement.


While adding a new article, the parent category needs to be selected. Your article will be published under this category. As VHD provides support in various languages, the default language being English, while adding an article you will also have to specify the language of the article. Based on the title of the article the system will generate a URL for the article. Keywords need to be added by you while adding the article. These keywords are the most important words in your article and assists the user while searching for an article and assists the system for auto-suggestion.

Permissions at the end of the page while adding an article specifies if you wish to allow comments and ratings on this article, if you wish to feature this article on top of the list and whether you want clients to view this article only after logging in the system.


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