Plan requirement
| Subscription | Suite Growth or higher, Knowledge Professional or higher |
| Access | Agent, Admin |
Content tags group related articles for readers, and they need Suite Growth or higher with Knowledge Professional or higher rather than any plan. They are managed centrally rather than typed as free text, and that central page can merge duplicates instead of leaving you to clean up by hand.
Create one centrally
- In Knowledge admin, click the Arrange content icon in the sidebar.
- Click Manage content tags.
- Click Create content tag.
- Enter a name readers will understand, then click Create.
Knowledge admins work here. Article and post authors who are agents or admins can also create a tag from within article settings while writing, which is where most tags come from.
Rename, delete and merge
| Edit | Change the Name and save. Every article and post using the tag is updated with the new name. |
| Delete | The tag is removed from all articles and posts on which it appeared. You can select several and delete them together. |
| Merge | Choose a destination tag. The original is deleted and its content moves to the destination. This works in bulk too. |
Merge is the one to remember. Near-duplicate tags are the normal failure of any tagging system, and merging fixes them in one action instead of retagging articles one at a time.
Use View tagged content before you change anything
Each tag's options menu offers View tagged content, which shows what a rename or delete will touch. A tag you assume covers four articles routinely covers thirty.
Name them for readers
Tags are visible, so they are part of your help centre's interface. A reader seeing one should recognise a subject: "Returns", "Getting started", "Invoicing". Not internal codes, and not the near-duplicates a free-text system accumulates.
Keep the list short
Tags work by grouping. Fifty tags across two hundred articles group nothing, because each tag holds three articles and no reader browses by them. Ten to fifteen meaningful ones is where they start earning their place.
They cut across the structure
That is what makes them useful. Sections are one way of organising; tags gather articles that live in different sections but concern the same thing. Where a tag exactly matches a section, it is adding nothing.
Comments
0 comments
Article is closed for comments.