What?

Under support subcategory groups we are able to maintain the support subcategories that appear on our app and website. Within this section, we are able to add additional subcategories and remove subcategories. We will go over the specifics for each of these actions below.

How?

Adding Subcategories

Open

To add a subcategory click the “+” Icon displayed above

Open

From there you will be prompted to fill out the above fields, please fill them out in the following way:

Name: The name of the subcategory

Knowledge force ID: select the ID that most closely aligns to your topic, if none match select the ID for “other”. IDs are listed here: https://docs.google.com/spreadsheets/d/1DBPAoMWdlApELu9B1XGZ7kYgjG2WQOxkc7x0AsS5wcQ/edit#gid=0

Direct Ticket Processing Percentage: Put this to 100%, this field was used to direct how many tickets went to market force vs our team. We are now taking 100% of digital tickets, thus this field can be set to 100%

Once you have all of your fields set you can click publish at the bottom of the page for your changes to be implemented

Remember a subcategory is only visible if it is part of a category, ensure to add your subcategory to the proper category page to view it on web!

Removing Subcategories

To remove a subcategory click the down arrow next to the publish button.

Then select delete

You will be asked for confirmation before deleting this action