Skip to main content

Manage knowledge configurations

You can view all available knowledge configurations on the Knowledge Configuration view. Also, you can edit, duplicate, or delete a knowledge configuration.

View all available knowledge configurations

  1. Click Menu > Knowledge > Knowledge Configuration. The Knowledge Configuration view opens.
  2. Review the following details of each configuration:
    Column nameDescription
    NameThe name of the knowledge configuration.
    DescriptionThe description of the configuration. 
    Touchpoints linkedThe touchpoints where the knowledge configuration is linked and used. For example, Agent Copilots or Virtual Agents.
    Last modifiedThe date and time when the configuration was last updated.

Edit a knowledge configuration

Note: Editing a knowledge configuration that is already in use impacts the associated touchpoint.
  1. Open the Knowledge Configuration view.
  2. Click More against the required configuration and select Edit. Alternatively, you can also click the name of the configuration to open it in edit mode.
  3. Make the required changes and click Save.

      Duplicate a knowledge configuration

      1. Open the Knowledge Configuration view.
      2. Click More against the required configuration and select Duplicate. The Duplicate configuration dialog box appears.
      3. Enter a new name for the copy of the selected configuration and click Duplicate. A new configuration record appears on the configuration list with all the settings copied from the original configuration.

      Delete a knowledge configuration

      Note: Deleting a knowledge configuration that is already in use impacts the associated touchpoint.
      1. Open the Knowledge Configuration view.
      2. Click More against the required configuration and select Delete. The Delete configuration dialog box appears.
      3. Click Delete to delete the configuration or click Cancel to cancel the deletion.