Topic vs Service Category - creating New Knowledge Article

[AgnieszkaD]

Hello Community

When creating new knowledge article there are two similar fields "Service Category" and "Topic". 

How to understand "Topic" in that case? Intuitively I thought that Topic is more detailed than "Service Category" for example: Topic: "Laptops" under "Hardware" Service Category. However I heard a contradictory opinion that Topic refers to the higher level of article categorization meaning it is more about the Article Type e.g. FAQ etc.  
Can you help me to understand the difference? Does Topic impact searchability?

Thanks for help!

Aga  

[DGAJ · Accepted solution]

HI @AgnieszkaD ,

Service Category and Topic serve different purposes.

Service Category indicates which service the article supports (for example Hardware or HR), mainly for service context and reporting.

Topic describes what the article is about (for example Laptops or VPN Access) and is part of the knowledge taxonomy. 

Topic does impact searchability and is used by Knowledge Search, Global Search and Virtual Agent to improve relevance.

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