Create and manage categories

Using the Categories entity, you can create hierarchical categorical data to help group records. Categorizing entity records in Dynamics 365 Customer Service helps you tag the records so that you can easily search them. Use the entity to create and manage a logical structure of categories in Dynamics 365 Customer Service, and then associate entity records to one or more categories.

Categories are useful for reporting, sorting, segmenting, and categorization of records.

Create a category

Make sure that you have the Customer Service Manager, System Administrator, or System Customizer security role or equivalent permissions.

Check your security role

  • Follow the steps in View your user profile.

  • Don’t have the correct permissions? Contact your system administrator.

You can create a category in the Customer Service admin center or Customer Service Hub app by performing the following steps:

  1. Go to the Categories page.
  1. In the site map, select Knowledge in Agent experience. The Knowledge page appears.
  2. In the Categories section, select Manage. The All Categories view is displayed. You can switch between various system views using the dropdown list.