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Information Architecture


Talkdesk® Knowledge Managementhas an information architecture designed to take into account several dimensions such as scalability, search relevance and efficiency, content relationship, and navigation.


Hierarchy of Guide Information Architecture

Within Knowledge Management, there’s a hierarchical way of organizing and categorizing knowledge.



A Collection is the topmost-level l categorization in Knowledge Management. You can think of a Collection as an archive of knowledge, in the sense that it is a container of information where users are granted permission to access the content.

In a collection, we have Cards and  Internal Content (which you can find in Knowledge Sources).



Cards are a single unit of knowledge in Knowledge Management. This unit is multidimensional, in the sense that you can define Variation and Formats of a Card. Cards are used to provide answers to questions.


A Card can have several Variations (which correspond to contexts where cards can be used), or a default state (in case no variation is specified). Besides Variations, Cards have another dimension, which is Format (which is specified how the content of a Card is exposed. This is useful, for example, to adapt the Card’s content in the function of a device’s capability or application, requesting knowledge from that Card).


Internal Content

Internal Content is an aggregator of other structures, topics, and articles.



Inside Internal Content, knowledge can be organized into Topics. Topics are a folder where you can gather and split knowledge into further subdivisions. In Topics, you can create various subjects (called sub-topics), as well as articles. 

Note: In the current Knowledge Management version, we cannot mix articles under the same subject, meaning that under Topics we can only have either sub-topic or articles.



In the above example, you can see a Collection about finances, where the Internal Content consists of several topics: Banking, Claims, and Mortgage.


Articles are documents found inside topics. You can add text and media to articles, and have numerous formatting options. Articles are composed of sections.

Sections is the smallest subdivision of knowledge in Knowledge Management. You build articles by adding sections. This article structure allows section contents to be reused or shared by several articles, enabling a single source of truth. Knowledge Management’s search functionality also uses this precision to improve the performance of its search engine.



This is an article made of two sections of text, in the “Article Edition” mode.

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