Knowledge Management: Content Scope

Content Scope settings allow users to define who will have permission to view specific information. This functionality applies to individual cards, variations, and external sources. By properly configuring the Content Scope, you can ensure that the relevant information is accessible to the correct agents or systems across all of Talkdesk’s AI products, including Talkdesk Copilot and Talkdesk Autopilot.

 

Configuring the Content Scope

Content Scope can be configured using one of two main components: “Ring groups” or Knowledge Segments”.

 

Ring Groups

Ring groups are user-defined groups that can be set to apply to suggested content. If no Ring groups are specified, the content will be accessible to all users.

 

Knowledge Segments

Knowledge Segments are a flexible configuration defined within Studio flows (see more details here) and provide an additional or alternative layer of content segmentation and contextual filtering. When values in the Knowledge Segments are specified, they will intersect with Ring Groups to further refine who can access the content. 

If no knowledge segments are defined in Scopes, the content won’t be subject to any filtering by this attribute, and will always be available within your account. Once values are defined for knowledge segments, the card(s) or external source(s) will only be displayed when one or more knowledge segment values match. 

 

How Ring Groups and Knowledge Segments Interact

When both Ring groups and Knowledge Segments are defined, users who are part of the specified Ring groups and meet the criteria of the Knowledge Segments will be able to view the content.

Example

  • If a card is assigned to Ring Group A and Knowledge Segment B, only users who belong to Ring Group A and meet the criteria for Knowledge Segment B will have access to that card.

 

Best Practices

  • Keep it Simple: Start with broad Ring groups and Knowledge Segments to avoid overcomplicating the content access.
  • Regular Reviews: Periodically review your Ring groups and Knowledge Segments to ensure they are still relevant and effective.

By effectively managing your Content Scope settings, you can ensure that your knowledge base is both secure and accessible to the right users.

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