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Knowledge Management: Connecting to an External Knowledge Source

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ServiceNowTalkdesk Knowledge Management™ allows users to create and organize content, and also to connect with external knowledge sources that may already be in use in the contact center.

All content connected to Talkdesk via Knowledge Management is searchable and will be automatically available for other apps such as Agent Assist. (to learn more about Agent Assist, please check this article.)

Once Knowledge Management has been installed, you can connect knowledge bases from the following sources:

 

Creating a Knowledge Base

To create a new Knowledge Base, please follow these steps:

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1. Click on My Apps and select Knowledge Management [1].

 

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2. Click on External sources [2].

3. Select Connect new source [3].

 

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4. Select the Knowledge Source type you want to connect with Talkdesk [4].

5. Fill out the form according to the instructions provided for each type, and press Continue when you’re done [5].

 

Status and Knowledge Base Details

The “Status” and “Knowledge Base Details” settings are available for configuration in all knowledge base types.

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  1. In "Status” [1], use the toggle to activate/deactivate the knowledge base. If it is set to "Active" (green), the knowledge base will be indexed at the specified time intervals,+. Otherwise, the knowledge base will not be indexed or searchable.
  2. The “Knowledge Base Details” section is composed of the “Name” and “Description” fields. These provide an easy way to identify each created knowledge base and understand its purpose:
    • Name [2]: Enter a unique name to identify the knowledge base (1-64 characters, non-blank).
    • Description [3]: Add a description detailing the purpose of the knowledge base (1-160 characters, non-blank).
    • “Ring Group(s) [4]: To restrict the content in your knowledge base to agents in one or more ring groups, please type them below by clicking on the Add Ring Group link. Note: In case you do not add a Ring Group, the content will be accessible to all agents.
    • “Language” [5]: Here you can choose the language of the knowledge base content.

 

Connection Settings

The “Connection Settings” section provides the required data to connect (and authenticate, if needed) to a knowledge base. This section’s fields vary according to the type of knowledge base being created. The following subsections contain information on the “Connection Settings” of each knowledge base type.

 

Confluence

The “Connection Settings” for Confluence consist of four mandatory fields:

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  1. “Confluence base URL” [1]: Add the Atlassian domain that your company is using (e.g., https://mycompanyinc.atlassian.net/).
  2. “Confluence space(s)” [2]: Add a list of Confluence spaces with knowledge base articles to be extracted:
  • The space names must only consist of alphanumeric characters (1–255 characters).
  • Minimum of 1 space and maximum of 10 spaces.
  1. “Username” [3]: Add the email address of the Confluence user account that will be used to extract the knowledge base articles (1–255 characters).
  2. “API token” [4]: Add the API token of the Confluence account. It must include only alphanumeric characters (1–255 characters).

 

Remote File

The Remote File option allows you to connect to a web-based ZIP file:

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  1. “URL” [1]: Add the URL where a zip file with the articles is stored (e.g., https://mycompanyinc.drive.com).

Please visit the Remote File Configuration article for detailed information on how to configure this setting.

 

Salesforce

Salesforce’s “Connection Settings” consist of seven mandatory fields. For more information on how to get the required data in Salesforce, please read the article Knowledge Management: Salesforce Connection Settings.

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  1. “URL” [1]: Add the URL of the Salesforce account where the knowledge base articles are located (e.g., https://mycompanyinc.my.salesforce.com).
  2. “Username” [2]: Enter the email address of the user associated with the account added in the previous field (1–255 characters).
  3. “Security token” [3]: Enter the user password from Salesforce, with the Salesforce security token appended at the end:
  • Characters may be alphanumeric, blank spaces, or one of these special characters: ! " # $ % & ' ( ) * + , - . / : ; < = > ? @ [ \ ] ^ _ ` { | } ~
  • 24 to 255 characters allowed.
  1. “Login URL” [4]: Enter the login URL for the type of Salesforce instance (e.g., test.salesforce.com or login.salesforce.com).
  2. “Grant Type” [5]: Add the grant type that is used as the authentication method (e.g., password).
  • Use only alphanumeric characters, “-“, “:“, or “_“.
  • 8 to 44 characters allowed.
  1. “Client ID” [6]: Enter the ID of the Agent Assist Connected App:
  • Use only alphanumeric characters, “.” or “_”
  • 8 to 256 characters allowed.
  1. “Client secret” [7]: Enter the secret of the Agent Assist Connected App.
  • Use only alphanumeric characters.
  • 8 to 256 characters allowed.

 

Zendesk Guide

The Zendesk Guide’s “Connection Settings” will extract articles from Zendesk Guide. The Connection Settings contain three mandatory fields.

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  1. “URL” [1]: Add the URL of the Zendesk account where the knowledge base articles or tickets are located (e.g., https://mycompanyinc.zendesk.com).
  2. “Username” [2]: Enter the email address of a user authorized to access the articles/tickets in the Zendesk account previously indicated (1-255 characters).
  3. “API token” [3]: Enter the API token or user password of the Zendesk account that has been previously indicated (6-255 characters).

 

C2Perform

The C2Perform “Connection Settings” is composed of two mandatory fields:

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  1. “URL” [1]: Enter the URL of the current version of C2Perform API (e.g., https://app.c2perform.com/api/mykb_pages_all_v1.php).
  2. “Account authorization key” [2]: Enter the authorization key from C2Perform.

 

Oracle Service Cloud

The Oracle Service Cloud “Connection Settings” is composed of three mandatory fields and one optional field:

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  1. “URL” [1]: Enter your REST Server URL (e.g., https://help.<company>.com).
  2. “Username” [2]: Add the username of the account used to access the Oracle SvC Answers API (1-255 characters).
  3. “Password” [3]: Enter the password of the account used to access the Oracle SvC Answers API (1-20 characters).
  4. “SQL Query” (optional field) [4]: If you wish, you can enter a SQL query to filter Answers and exclude them from indexation by Agent Assist (1-255 characters):
  • e.g., to filter out answers that are not in a “Public” state: statusWithType.statusType.lookupName = 'Public'.

 

Intercom

The “Connection Settings” for Intercom consists of two mandatory fields:

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  1. “URL” [1]: Enter the API endpoint (e.g., https://api.intercom.io). 
  2. “Account authorization key” [2]: Enter the authorization key from an Intercom account.

 

ServiceNow

The ServiceNow “Connection Settings” is composed of three mandatory fields:

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  1. “ServiceNow base URL” [1]: Enter your company account domain (e.g., <company-name>.service-now.com).
  2. “Username” [2]: Add a ServiceNow user account (1-255 characters).
  3. “Password” [3]: Enter the password of the ServiceNow account (1-20 characters).

 

Refresh Settings

For all sources, the “Refresh Settings” define when and how frequently the knowledge base should be re-indexed so that the information is up-to-date.

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  1. “Initial time” [1]: Select the date (including hours and minutes) of the first time the knowledge base should be re-indexed.
  2. “Period” [2]: Select how frequently the data should be re-indexed.

 

 Updating a Knowledge Base

To update an existing Knowledge Base, please follow these steps:

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  1. Go to the External Sources page, locate the knowledge base you wish to edit, and click on the settings icon [1].
  2. Change the data as you see fit. The fields need to be filled according to the instructions above for each source.
  3. When you’re done, hit the Save button.

 

Deleting a Knowledge source

To delete an existing Knowledge source, please follow these instructions:

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  1. Go to the External sources page, locate the knowledge source you wish to delete, click on the settings icon [1] and choose Delete.
  2. To confirm the deletion, simply select Delete Knowledge source [2] in the pop-up window.

 

For additional support, please contact your Customer Success Manager or Talkdesk Support.

 

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