Examples for Topics and Categories in Knowledge

[Allison3]

We have just started using Knowledge and are looking for ways to organize all the documentation that is most beneficial to our end users. I was wondering what kind of Topics and Categories you use or how you have your's organized.

Any and all tips would be helpful.

[pacodiaz1]

We are in the same boat.   We were thinking of using our service catalog to define the Topics and then related items for each service under the Categories.   But, not sure what most areas are doing.   OOB ServiceNow did not offer much.  

Any help would be appreciated.

Thanks.

[Marc A Love]

Taxonomy is pretty lacking here....I understand that is to change in future releases...but until then since we are very much Department/Group based we use Topic for our "Department/Group" and Category for our first level Category....would sure be nice to either be able to define your own or have at least 2 more levels of taxonomy to begin with...and still work with the OOTB search widget that is...

ML

[charliehodgson]

Topics are a big hurdle for me as well. My company has a lot of separate applications, so separating them them out as individual topics would create an overwhelming amount of them. On the other hand, some of these applications crossover to multiple departments so using departments doesn't make a lot of sense in this case. I'm looking for some sort of hybrid model, but most of what I come up is a little clunky. Are most people just using the out of the box solutions?