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Knowledge Base management

Use Knowledge in CXP to maintain the source material that your customer experience workflows can retrieve. Each Knowledge Base has its own documents, settings, and retrieval preview. Coming soon: Both Knowledge reading and management in CXP are Owner/Admin-only. Legacy-app Knowledge permissions remain unchanged.

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Prerequisites

You need a role with Knowledge management access to create, edit, publish, archive, or unarchive documents.

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Open a Knowledge Base

1. In the main navigation, open Agents > Knowledge.
2. Select a Knowledge Base, or select Create New to create one.
3. Enter a clear name and description so other administrators understand its purpose.

The directory shows the number of available Knowledge Bases and the latest projected update for each one. Search updates the count to show how many entries match. The workspace opens to Documents. Use Metadata to review how documents are categorized, Jobs to import related folders as a durable batch, and Settings to update identity, tags, data sources, and web-source configuration.

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Review Knowledge metadata

Open Metadata for a read-only overview of the values currently applied to documents. The overview groups publication status, validation issues, editors, split modes, tags, and structured retrieval values such as audience, product, region, topic, language, document type, authority, and content roles. Edit an individual document when you need to change its structured retrieval values. The Metadata overview summarizes existing document data; it does not create a separate copy.

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Configure data sources

Open Settings to edit the Knowledge Base name, description, and available tags. Tenant-enabled connectors and the web source can also be configured there. Save Settings before selecting Load Updates for a connector. Reload All reprocesses every document from that source and can replace manual changes to source-managed content, so review its confirmation carefully. Source updates report loaded, updated, deleted, and failed document counts.

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Import a folder with Jobs

Use Jobs when you need to import a related folder of PDF, DOCX, Markdown, or text files as one durable batch.

1. Open Jobs and keep Upload Folders selected, or choose Use Existing Upload to reuse a staged folder.
2. Choose a folder and wait until every file is uploaded. Fix or remove any failed file before continuing.
3. Choose whether imported documents should be published, select the processing worker count, and optionally enter shared metadata defaults.
4. Select Create Import Job.
5. Wait for discovery to reach Ready, review the supported-file count, and select Start Processing.

The job continues after you leave the page. Return to Jobs to review current state, numeric progress, file-level results, and the downloadable results report. Completed and failed jobs also offer separate actions to delete staged input files or delete the job record. Neither action deletes documents already imported into the Knowledge Base. Use Manage Uploads to remove staged folders that are no longer needed. Upload and job deletion cannot be undone, so verify the folder or job before confirming.

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Manage documents

The Documents directory shows each article’s Draft, Published, or Archived status, version, last publication, last update, and editor. Search by title, source, tag, ID, or editor, and use the status and sort controls to narrow the list. To create content:

• Select New Document > Blank Markdown draft to start an article in CXP.
• Select New Document > Upload and convert to convert a supported file into a Markdown draft.
• Select Import to import a compatible Knowledge export.

Select multiple documents to publish, archive, unarchive, export, or delete them as a group. Review the confirmation carefully before a bulk publish or permanent deletion.

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Archive or unarchive documents

Archive content when it should stop appearing in search but you want to keep its text, metadata, and version history.

1. Select one or more documents in Documents, then open the selected actions menu and choose Archive selected. In an open document, use More document actions > Archive.
2. Review the selected documents. You can archive up to 100 at a time.
3. Optionally enter a reason of up to 1,000 characters, then confirm Archive.

Archived documents remain in the directory. Choose Add Filter > Status: Archived to find them. Open a document to see who archived it, when, and the reason. You can keep editing and saving drafts while it is archived; Publish becomes available after you unarchive it. Bulk publishing skips archived documents. If another user archives a document while your Publish confirmation is open, CXP disables the confirmation and explains that you must unarchive first. To restore a document, select Unarchive in its archive notice or select documents in the directory and choose Unarchive selected. Review the confirmation, then select Unarchive. This restores normal search availability without publishing unsaved changes. Bulk results report how many documents changed, were already in the requested state, or failed. Failed documents remain selected, and the confirmation shows each failure. If restoring search fails after the archive state changes, CXP displays that error; check the document and its retrieval results before relying on it.

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Edit and save a draft

1. Open a document from the directory.
2. Edit the article in the visual editor. Its toolbar supports headings, emphasis, links, quotes, horizontal rules, ordered and unordered lists, task lists, indentation, code, tables, and images.
3. When you need to work directly with Markdown or preserve an unsupported construct, open the document actions menu and enable Edit as Markdown. You can switch back to the visual editor without discarding supported formatting.
4. Update the title and tags in the document header. Open Document settings to update split mode and structured retrieval metadata or review source metadata.
5. Select Save.

Use Insert image to add a JPEG, PNG, or WebP image up to 10 MB. The image remains part of your unsaved edit until you select Save. During Save, the existing Knowledge Base processing stores the image and replaces the embedded data with its durable document URL. Saved images render inline in both Edit and Published views. To insert a table, select Table and choose its dimensions from the visual grid. Place the cursor inside an existing table to highlight the Table control and open actions for adding or removing rows and columns, or deleting the table. The Link control is highlighted while linked text or a linked image is selected; open it to update or remove the destination. CXP does not overwrite a newer server draft silently. If the draft changed elsewhere, CXP preserves your local work and asks you to compare it with the latest saved draft. Leaving the page with unsaved changes triggers a warning. Save or copy your work before navigating away.

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Publish a document

Publishing is always a separate action from saving:

1. Save the current draft.
2. Select Publish.
3. Optionally enter a version label and release notes. You can also generate release-note suggestions and edit them before publishing.
4. Confirm Publish.

After publication, select Published to inspect the current live content. Select Compare Draft with Published to review server-calculated change totals and a side-by-side line comparison of the last saved Draft. Save local editor changes first so the comparison reflects the latest draft. Use Version history to compare other versions, label or pin important versions, or restore an earlier version to a new draft. Restoring does not publish automatically.

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Test retrieval evidence

Open Search to test what the Knowledge Base retrieves for a question. You can add tag filters, change the maximum result count, and include keyword evidence. The preview shows the exact ranked passages, scores, links, and metadata returned by search. It does not generate an answer. Use it to confirm that the expected source material is discoverable before relying on it elsewhere.

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Recommended publishing checklist

Before publishing, confirm that:

• The title clearly describes the customer question or policy.
• The draft is accurate, current, and safe for customer-facing use.
• Tags and structured metadata match the intended audience, product, region, topic, and language.
• The rendered preview has no broken formatting or unsafe links.
• Retrieval Preview returns the expected passage for representative questions.
• Release notes describe the meaningful change.

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Use knowledge in analytics — Coming soon

Applied Insights will support exploring KB evidence and refreshing selected knowledge in widgets, using existing Insights access and sharing rules. See Knowledge in Applied Insights for prerequisites, policy-comparison prompts and result limits.