Creating and Configuring Knowledge Sets

Knowledge sets are a set of knowledge or information that can come from web pages, kb articles, tickets, local or ftp files. This data can then be queried using the Knowledge Query step or the Search Knowledge set Connector in a flow.

Knowledge sets are created inside a knowledge store which defines how and where the knowledge sets are stored. TeamDynamix provides your organization with a default knowledge store but your organization can also define additional or alternative stores.

Creating a Knowledge Set

1. Go to Administration on the Top Navigation
2. Under the AI Knowledge Sets heading select Knowledge Sets
3. In the upper right select the Add Button which will open a dialog
4. Input a
   1. Name
   2. Description (optional)
   3. Content Type - The type of knowledge that will be included in this set
   4. Subject Matter - A brief description of the subject matter or context of the content of this knowledge set. Providing this is optional but can result in better knowledge query results for general or vague questions. When leveraging subject matter metadata, it is best utilized for highly specialized knowledge sets, as it enables the retrieval engine to apply specific context during semantic interpretation, improving relevance scoring and disambiguation for intent and content matching.
   5. Select the Knowledge Store: Recommended Defaulted
   6. Role Restrictions
5. Click Add New

Knowledge Set Indexing

In order to make changes to the knowledge set index you have to choose one of the following actions and specify the desired sources

• Ingest - Add new content to the selected sources. Existing content will remain unchanged.
• Refresh - Insert new content and update existing content based on the content being ingested. Delete existing content records that are not updated during the ingestion.
• Update - Update the content associated with the selected sources. Which content gets updated is configured on the source.
• Remove - Remove all content associated with the selected sources from the knowledge set.
• Index Info - View information about the Knowledge Set.

Creating Schedules

Scheduling updates to your knowledge set sources allows content to stay up to date as changes are made to sources. TeamDynamix offers schedules for once, monthly, weekly, daily, hourly and minutely

You can set up schedules by

1. Go to Administration on the Top Navigation
2. Under the AI Knowledge Sets heading select Knowledge Sets
3. Select the knowledge set you want to add a schedule to
4. On the left navigation select Configuration
5. At the bottom select Add Scheduled Update
6. In the dialog add a name, select the knowledge set source, and frequency
7. When configured select Save Changes

Schedule Recommendations

We recommend setting up the following schedules for each knowledge set to keep your information up to date:

• Refresh Schedule: Runs every week with the full report to determine articles that need to be added to / removed from the index
• Update Schedule: Runs every day with a report that represents the articles updated in the past day