Category Hierarchy Management
Updated
Effective organization of information and content is paramount for facilitating seamless navigation and enhancing user experience. Categories and Topics serve as valuable tools in achieving this goal. By utilizing Category Hierarchy Management, community administrators can create well-defined categories and topics and establish their hierarchical relationships. This ensures a logical and consistent structure within the community, allowing users to easily locate relevant discussions, resources, and information. Whether it's a broad category with subcategories or a specific topic with related threads, the implementation of Category Hierarchy Management enables users to access the content they seek efficiently, fostering a cohesive and user-friendly community environment. It promotes discoverability by presenting a clear map of the community's content landscape, enabling users to explore different areas of interest.
Note: Users must have the appropriate Admin permissions to access all the below-mentioned features. To learn more, see Roles and Permissions. |
Create Community Category
Click the New Tab icon (+), and then under the Sprinklr Service tab, select Community Builder within Resolve.
On the Communities page, click the vertical ellipsis (⋮) alongside the desired community and select Category Hierarchy Management.
On the Category Hierarchy page, select Create Hierarchy in the top right corner and then select Create Category to open the Create Category page.
Fill in the required fields in the Create Category page. Fields marked with a red star are mandatory. Below are the descriptions of the fields on this page:
Add image: Upload an image to represent the Category.
Name: Enter a name for the Category. (Required)
Description: Enter a brief description that explains the purpose or content of the Category.
Location: Shows where the Category is created in the hierarchy. By default, the field displays the hierarchy location from which you started creating the Category.
Category Banner: Select the type of banner to display for the Category.
Image: Select this option to use an image as the Category banner. You can configure separate images for desktop and mobile devices and add alternative text (alt text) to improve accessibility.
Color: Select this option to use a solid color as the Category banner.
Display Order: Enter a number to determine the Category’s position when Categories are sorted by display order. Categories with lower numbers appear first.
Language: Select the language associated with the Category. Only the selected Base Language for the Community is available for selection.
URL Slug: Enter a URL-friendly value to use in the Category page address. Leave this field blank to use the default URL.
Tags: Select one or more existing Community Tags to help identify and organize the Category. Refer to this page for details on Community Tags.
Mapped Knowledge Base Folders: Select the Knowledge Base Categories you want to map to this Category.
Mapped Guided Workflow Folders: Select the Guided Workflow folder(s) you want to map to this Category.
Visibility Conditions
Configure visibility conditions to determine which Users, User Groups, and Workspaces can access and modify the Category. Users who meet these conditions can view and select the Category in Contests, Polls, Events, and other supported areas.
Visible for all users: Select this checkbox to share the Category with all available users. This option is enabled by default.
Workspace: Select the Workspaces that you want to share the Category with. This field will be accessible only if the Visible to all users checkbox is not selected.
Users / User Groups: Select the User(s)/User Group(s) you want to share the Category with. This field will be accessible only if the Visible to all users checkbox is not selected.
Advanced Configuration
Make Category Private: Enable this option to restrict access to the Category to users included in the selected Profile Lists. Only these users can view and interact with the Category. This option is disabled by default.
Profile Lists: Select the Profile Lists whose users can access the Category.
Note: The Profile Lists field is visible only when the Make Category Private option is enabled.
Require Approval Before Posting: Enable this option to require approval for all new Posts, Comments, and Replies in the Category before they are visible in the Community. This option is disabled by default.
Hide Category: Enable this option to hide the Category from the Community, including navigation menus and Category listings. This option is disabled by default.
Configure Conversation Types
Conversation Types for Category: Select the Conversation Types, such as Question, Comment, Announcement, or Praise, that you want to enable for the Category. For each Conversation Type, select the Profile Lists whose users can post or comment.
Note: By default, all Users can post or comment if no Profile Lists are selected.
Custom Fields: Configure the Community-related Custom Fields, as applicable.
Accepted Solution
This section controls whether responses can be marked as accepted solutions and whether the number of accepted solutions is limited to one per post.
Disable Mark As Accepted Solution: Enable this option to prevent users from marking responses as accepted solutions in the Category. This option is disabled by default.
Restrict Accepted Solution Marking to 1: Enable this option to allow only one response per post to be marked as an accepted solution. By default, users can mark multiple responses as accepted solutions. This option is disabled by default.
Note: Enabling this option does not affect responses that are already marked as accepted solutions.Official Solution
This section controls whether responses can be marked as official solutions and whether the number of official solutions is limited to one per post.
Disable Mark As Accepted Solution: Enable this option to prevent users from marking responses as official solutions in the category. This option is disabled by default.
Restrict Accepted Solution Marking to 1: Enable this option to allow only one response per post to be marked as an official solution. By default, users can mark multiple responses as official solutions. This option is disabled by default.
Note: Enabling this option does not affect responses that are already marked as official solutions.
Select Create.
After creating a Category, you can now create more Categories or Topics within Categories.
Create Community Topic
Double click the Category within which you want to create a Topic. After landing on the page, click Create Hierarchy in the top right corner and select Create Topic.
Fill in the required fields in the Create Topic page. Fields marked with a red star are mandatory. Below are the descriptions of the fields on this page:
Add image: Upload an image to represent the Topic.
Name: Enter a name for the Topic. (Required)
Description: Enter a brief description that explains the purpose or content of the Topic.
Location: Shows where the Topic is created in the hierarchy. By default, the field displays the hierarchy location from which you started creating the Topic.
Display Order: Enter a number to determine the Topic's position when Topics are sorted by display order. Topics with lower numbers appear first.
URL Slug: Enter a URL-friendly value to use in the Topic page address. Leave this field blank to use the default URL.
Banner: Select the type of banner to display for the Topic.
Image: Select this option to use an image as the Topic banner. You can configure separate images for desktop and mobile devices and add alternative text (Alt Text) to improve accessibility.
Color: Select this option to use a solid color as the Topic banner.
Require Approval Before Posting: Enable this option to require approval for all new Posts, Comments, and Replies in the Topic before they are visible in the Community. This option is disabled by default.
Make It Private: Enable this option to restrict access to the Topics to users included in the selected Profile Lists. Only these users can view and interact with the Topic. This option is disabled by default.
Profile Lists: Select the Profile Lists whose users can access the Topic.
Note: The Profile Lists field is visible only when the Make It Private option is enabled.
Make It Read-Only: Enable this option to prevent users from adding new content or making changes to the Topic. This option is disabled by default.
Hide Category: Enable this option to hide the Topic from the Community, including navigation menus and Topic listings. This option is disabled by default.
Mapped Knowledge Base Folders: Select the Knowledge Base Categories you want to map to this Topic.
Mapped Guided Workflow Folders: Select the Guided Workflow folder(s) you want to map to this Topic.
Fill in the required fields in the Advanced Configuration section. Fields marked with a red star are mandatory. Below are the descriptions of the fields on this page:
Conversation Types for Topic: Select the Conversation Types, such as Question, Comment, Announcement, or Praise, that you want to enable for the Topic. For each Conversation Type, select the Profile Lists whose users can post or comment.
Note: By default, all Users can post or comment if no Profile Lists are selected.
Custom Fields: Configure the Community-related Custom Fields, as applicable.
Note: You can define the visibility of Community Topics based on Custom Fields, but only for those with the Community Category Asset Types selected.Accepted Solution
This section controls whether responses can be marked as accepted solutions and whether the number of accepted solutions is limited to one per post.
Disable Mark As Accepted Solution: Enable this option to prevent users from marking responses as accepted solutions in the Topic. This option is disabled by default.
Restrict Accepted Solution Marking to 1: Enable this option to allow only one response per post to be marked as an accepted solution. By default, users can mark multiple responses as accepted solutions. This option is disabled by default.
Note: Enabling this option does not affect responses that are already marked as accepted solutions.Official Solution
This section controls whether responses can be marked as official solutions and whether the number of official solutions is limited to one per post.
Disable Mark As Accepted Solution: Enable this option to prevent users from marking responses as official solutions in the Topic. This option is disabled by default.
Restrict Accepted Solution Marking to 1: Enable this option to allow only one response per post to be marked as an official solution. By default, users can mark multiple responses as official solutions. This option is disabled by default.
Note: Enabling this option does not affect responses that are already marked as official solutions.KYC Details
Enable KYC: Enable this option to apply KYC functionality to the Topic. This option is disabled by default.
Enable add product: Enable this option to allow users to add product information as part of the KYC experience. This option is disabled by default.
Enable RVPS: Enable this option to make RVPS functionality available for the Topic. This option is disabled by default.
Enable this PC: Enable this option to make the PC functionality available for the Topic. This option is disabled by default.
Enable order: Enable this option to allow order-related information or functionality as part of the KYC experience. This option is disabled by default.
Note: Enable add product, Enable RVPS, Enable this PC, and Enable order fields are visble only when Enable KYC option is enabled.Chat Settings
Open chat modal on post creation: Enable this option to open the chat modal when a user creates a post in the Topic. This option is disabled by default.
Open chat modal on post creation if product is in warranty: Enable this option to open the chat modal when a user creates a post for a product that is under warranty. This option is disabled by default.
Conversation create redirection path: Enter the page path to which users are redirected during or after conversation creation, as applicable.
Select Create.
This completes the process of creating a Topic in Sprinklr Community.
To Manage Category/Topic
For a Category, hover over the Options in three dots alongside the desired category and select Edit to make changes in the configuration or Delete to permanently delete it.
Note: The creator of the Topic/Category will receive an email and platform notification when it is made public from private.
For a Topic, hover over the Options in three dots alongside the desired topic and select Edit to make changes in the configuration or Delete to permanently delete it. You can also Move all posts from one topic to another. After selecting this option, select the desired topic to move the posts to. You must have the Move Posts Bulk permission to access this feature.
Note: Contact your Success Manager to access the audit trail for Categories and Topics, including actions such as edits and deletions. This records actions such as editing and deletion, including the user who performed the actions.
After selecting the desired Topic to move the posts to, you will see the number of posts that will be moved.
View Activity Log of Community
You can view a detailed activity log for actions performed on Categories and Topics. The log shows who performed the action, what changes were made, and when they occurred. This improves traceability and accountability in Category Hierarchy Management.
Follow these steps to view the activity log of a Community:
Navigate to Community Builder from the Launchpad.
Click the vertical ellipsis (⋮) icon corresponding to the Community whose activity log you want to view. This will show a list of options.
Select View Activity from the list of options to open the Activity window from the Third Pane, displaying all changes made to the Community, including who made them and when.
The Activity window displays details about actions performed on the Community’s Categories and Topics. These actions include creating, editing, modifying (such as changing visibility to hidden or public, mapping a Knowledge Base category, or changing the order), and deleting.
Within the Activity window, you can filter the activity log to display only actions within a specific date range or focus on changes made to particular Categories and/or Topics.
To apply filters, click the Filter button at the top to open the filtering options. The following fields are available, along with their descriptions:
Set Duration: Specify the date range for which the activity log should be displayed.
Set Filter: Choose whether to filter the activity log for specific Categories or Topics.
The following filters are available:
Asset Class: Use this filter to narrow the activity log by asset type, either Categories or Topics. For example, if you select Categories in the Value field, the log will display only actions related to Categories. Similarly, selecting Topics will show actions related to Topics.
Categories: Use this filter to display activity logs for specific Categories in the Community. This is useful when you want to review actions related to particular Categories only.
Topics: Use this filter to display activity logs for specific Topics in the Community. This is useful when you want to review actions related to particular Topics only.
Condition: Select either Containing or Not Containing.
Value: Select the value(s) that correspond to the chosen filter.
Add Filter: Click this button to add more filters.
Click the Save Filters after configuring the date range and filter to apply.
Note: The filtering is configured using logical expressions. For example, if you want to filter either Categories or Topics, select the Categories filter in one row, set the logical operator to "OR", and select Topics in the second row. Similarly, if you want to configure both Categories and Topics, select Categories in one row, set the logical operator to "AND", and select Topics in the second row.
Note: Once an operator ("OR" or "AND") is selected, the same operator will be applied to any subsequent rows added.
This completes the process of viewing the activity log of Community.