It would be very useful to have the same article appear in different categories. I'm sure several use cases exist and many (if not most) users would find benefit from this. I have two simple use cases that we would benefit from but I'm sure that there are more out there.
The first use case that we organize content in two ways - by type of product and media type. We put all of our videos in one spot but would like to have those videos show up in applicable product categories as well.
The second case is we separate our Knowledge Base by the type of product. However, some articles would be applicable to more than one product so it would be nice to be able to multi-list it and have it show up in more than one spot.
In the current state, we have to either duplicate articles (and sometimes 3 or 4 times) or we have to choose the most applicable and hope our customers find it.
I did find this in the community and kudoed long ago but went to check on it and it wasn't in ideas so I decided to post it here.
Hi @AjayPatel24! Thank you for the tag 😀 The feedback on categories is absolutely on our radar, appreciate the follow-up, always helpful to know where people are finding blockers. We're currently focused on the idea that's requesting More flexible knowledge base design and layout, including custom HTML/CSS. It's been a big project, but we're making great progress. If that set of features applies to you, I recommend following along there!
Hi there! Tilly from HubSpot's product team here 👋 Dropping a note to say we see this idea, and while it's not in planning at this time, we are hoping to learn more about how you all are using categories today to inform future development such as this idea! We are working on some concepts for creating and managing categories and wanted to see if anyone on this thread is interested in talking more with us and giving an opinion. If that sounds like you, feel free to send me a direct message and I'll follow up with next steps. Have a wonderful weekend!
We also would benefit from the ability to alias a master article in another category, and also in another knowledge base. We have this ability with our other KB tool. We would move all of our KB content to HubSpot but for the fact that maintenance would become a nightmare. Why:
1. We offer 4 separate products that use the same hardware and some of the same software. The user docs live in 4 separate knowledge bases (because everything else about the 4 products is different, and we need to be able to push customers to only their relevant information). One product KB is in HubSpot, the other 3 are in another KB tool. When we update hardware or software, having master and alias articles in our other KB tool means I have to update only the master, and the update appears across all 3 KBs. Then I do have to separately update the corresponding article in our HubSpot KB. If we moved all of our content to HubSpot, I'd have to update a minimum of 4 articles for every hardware/software change, and create a minimum of 4 articles for every new feature. That stinks.
2. In our other KB tool, for each product, we make heavy use of a Quick Start manual containing the articles that represent the bare minimum you need to know to use the product - like a checklist. Each of those articles is an alias of the real/master article that lives in its logical thematic category. Again, if the tech changes and I update the master article, the Quick Start article updates in lockstep. On the extreme end there are a few master articles that have 5 aliases - i.e., master article is maintained in KB for Product A, aliased into the Product A Quick Start manual, aliased into Product B's KB and Quick Start, and aliased into product C's KB and Quick Start. (Yes, when Product D was also in that tool, before we moved it to HS, there were 7 aliases.)
Most of the comments on this thread lean more toward scenario #2. FWIW, for us #1 is the more important use case. When we grow to a point of having more than just one person in charge of article updates, it will be a versioning management nightmare (largely because there is no built-in content creation workflow - no abilty to assign an article to another staff member for approval, mark an article's status as in review or published but update pending, set a content update timeline, etc. - but that is a separate issue.)
I hope this is helpful context - please feel free to reach out.
