Knowledge Base Catalog Management
The Knowledge Base (KB) is the central repository for all support, sales, billing, and training content. It uses a four-level hierarchical tree that organizes information from broad categories down to specific articles.
Tree Structure
- Nature — top-level category (e.g., Technical Support, Billing, Sales)
- Problem Type — groups of related issues within a Nature
- Description — specific topic areas within a Problem Type
- Article — the actual content with detailed procedures and customer-facing text
Content Types
Each article maintains separate content for different audiences:
- Internal Body — detailed agent procedures and troubleshooting steps
- External Body — concise AI Agent chat response
- External WWW — detailed HTML article for the public website
Visibility Controls
Every node has a Public View toggle (controls website visibility) and an LLM Train toggle (controls whether the content enters AI training data).