Define Products and Categories

You set up products and categories by defining them and associating them with one another. You add, modify, or delete products by editing the B2C Service Products/Categories/Dispositions hierarchy. Knowledge Advanced contains functionality that works with products and categories to improve search results for customers and agents, including automatic product concept creation and automatic content classification.

You can find more information on working with products, categories, and dispositions in Using B2C Service.

For the quick-start process, you will create these products in the product hierarchy. You can define them in any order, then edit them to associate them with one another.

• A new product, Quickstart 2000.

• A new product, Quickstart 2020, which will be a sibling of Quickstart 2000.

• A new category, Basic, which you will associate to the Quickstart 2000 product.

• A new category, Premium, which will be a sibling of Basic, and associate it to the Quickstart 2020 product.

After the initial implementation, you can define additional products and categories as siblings or children of existing products and categories to create hierarchies that reflect your organization’s requirements.