Knowledge center homepage configuration

[AnujaBhamare]

I am currently working on Knowledge Management, where I have added a Subcategory field to the kb_knowledge table and configured categories in a parent-child hierarchy on the kb_category table.

Everything appears to be configured correctly; however, on the homepage, the category navigation displayed on the left side is not showing the hierarchy consistently. Some categories are displayed correctly in the hierarchy, while others are not.

Does anyone have an idea how this view is generated or where it is configured? I tried searching through UI Pages but could not find anything relevant. Since this is the Classic UI, Service Portal pages do not seem to be applicable here.

Any suggestions would be appreciated. Thanks!

I am attaching screen shots here 

Here, only three categories have an expansion arrow and display their child categories correctly based on the parent-child relationship in the kb_category table. The remaining categories do not show their child categories.

[AyushKumarM]

Hi @AnujaBhamare ,

The category tree only shows an expand arrow if that category (or its subcategories) has at least one published, active article. No qualifying articles = no arrow, even if the subcategory exists in kb_category.

Also check:

• Child category's Knowledge Base field matches the parent's
• Child categories are Active = true
• Articles inside are Published, Active, and not expired

Quick test: publish an article into one of the "flat" categories' subcategories and refresh — if the arrow shows up, that confirms it.

If my response helped, please mark it as helpful or correct.

Regards,

Ayush