The category tree is your table of contents for Knowledge Base content. It is a hierarchy of sections (nodes) that can nest, reorder, and evolve—mirrored for authors in admin and for readers in the help desk.
Why a tree instead of tags only
Tags help search; a tree helps browsing. New employees often explore folders before they know the right keywords. A clear hierarchy signals how your organisation groups policies, products, and audiences.
Authors vs. readers
- Authors attach each article to a node so maintenance stays scoped: “everything under Account security” lives together.
- Readers drill from top-level sections into narrower topics, then open the article that matches their issue.
Sorting
Sort order controls how sibling sections and articles appear. Use it to pin foundational articles first, or to match a lifecycle (onboarding before advanced topics).
Relationship to versioning
When you change structure over time, versioning (covered in a dedicated article) explains how snapshots of the tree relate to what was visible on a given date—useful for audits and for understanding “what did customers see then?”.