Knowledge Base: What's the difference between Topics and Categories in the Knowledge Base and is there any recommended best practices?

[cmacfadyen]

What's the difference between Topics and Categories in the Knowledge Base and is there any recommended best practices?

I have people looking to add a number of different topics and it looks to me that Topics are a broader category and Categories can be more specific.

For instance

TOPICS:   FAQ's, NEWs, General, Known Errors, etc

Category: Software, Applications, Hardware, etc?

Would that be a way to look at these?

[BenPhillipsSNC]

Hi Cornelia

I found this related post on this: Examples for Topics and Categories in Knowledge

Hopefully it might be of interest.

I think your example sounds logical.

It seems Category is used for organization and/or display of certain buckets of knowledge: Using Knowledge - ServiceNow Wiki

But I don't find too much on Knowledge Topics.

[lorij88]

One link is broken.  The other links to a Q&A that is dead end.  This answer is very unhelpful.

[ohhgr]

Hi Cornelia,

Apart from the links suggested by Ben Phillips, you could find below links helpful.

Topics for the Knoweldge Articles

Eureka KB Management (Topic vs. Category)

Also, as suggested in KB MIgration article, Fuji would recommend use of category/sub-categories, so it is advisable that it to be taken into consideration while setting up the KB Articles in prior versions.

Thanks,
Mandar