6Add Content to the Knowledge Base

Content Type and Internal Collections

You must add content to the knowledge base in order to validate the application. To add content, you need to define a content type and create one or more articles using the authoring application. When you have created articles in a content type, the application automatically creates an internal collection. When you create other content types, it creates an internal collection for each one. The application processes internal collections to create the search index. Once the search index is created, end users can use knowledge in Agent Desktop and Customer Portal.

Create a Content Type

As part of the implementation process, you need to create a content type and one or more articles in that type so that application can process the content and return it as search results in Agent Desktop and Customer Portal.

You can find information on creating content types in Add a Content Type. You can find more information on creating articles in Create an Article.

Validate Knowledge Base Content

When you have defined the internal collection you can validate that the application has created the internal collection. To validate the collection:
  1. Navigate to the Collections Setup page.

  2. Locate the collection in the Existing Collections field.

The Collection is valid and scheduled for content processing.

External Collections

You can include other documents in the knowledge base besides articles by creating external collections. External collections are logical groups of documents that have similar characteristics and content processing requirements. You create and manage external collections to make information from your organization’s web sites and other repositories available in the knowledge base. You can create as many collections as you need to accommodate your organization’s content and knowledge base requirements.

You can learn more about on creating external collections in Configuring Content Collections.