FAQ articles can be assigned one or more tags to make it easier for users to find them. These are created/added through the FAQ module (
button in the sidebar of the Agent Console).
These tags can in turn be promoted to Category tags to be used as categories in Selfservice. FAQs that have these tags will appear grouped with the name of the category tag as heading. Already-promoted tags can also be demoted back to a regular tag if wanted.
Here you can also see how many FAQ articles have the relevant tag(s) assigned which is useful to decide if a tag should be promoted or demoted.
Promoting a tag to Category tag
Use the search field to find the relevant tag and click the 
button next to the name.
The tag will then appear in the list above as a Category tag.
Demoting a tag to a regular tag
Locate the relevant Category tag in the list and click the 
button next to the name.
The tag will then disappear from the list and has been changed to a regular tag.
Need more help with this?
Ta kontakt med oss for videre spørsmål her!