By importing and enabling your support content, you've laid the foundation for excellent customer support. But things change and content can go out of date fast.
This article explores how to manage content in Knowledge Hub so when customers, Fin, or you are looking for an answer, it's always the right one.
All of your internal and external support content can be found within the Knowledge Hub under Content.
Search, filter and find content
To search all content within the Knowledge Hub, use the search bar at the top of the Content page to enter keywords and filter by content type.
Add more filters to refine your search, including filtering by:
AI Agent state
AI Copilot state
Created by
Date
Help Center status (i.e. published or unpublished)
Language
Last updated date
To search within a specific folder, open that folder and then use the search bar at the top of the page.
Take bulk actions on content
You can take bulk actions on multiple content items or folders at once from the Knowledge Hub.
From the Content page, select the items and then choose from the actions at the top, including:
Change AI Agent state
Change AI Copilot state
Move to folder
Change audience
Change Help Center status
Change language
Delete
Folders and their contents can also be bulk deleted from the side menu.
Note:
Synced content won't be deleted, it has to be removed from Sources.
Some bulk actions can only be applied to certain content types (e.g. bulk updating a Help Center status will only work for public articles).
If a mixture of content types has been selected and a bulk action has been applied, the action will only be applied to the eligible content items and a banner will be displayed to let you know how many items it was applied to.
Bulk actions can sometimes take up to several minutes to be applied depending on the volume of items selected.
See the table below for available bulk actions for each content type:
Bulk action | Public Article | Internal Article | Webpage | Snippet | Folder | |
Change AI Agent State | Available | Available | Available | Available | Available | Not Available |
Change AI Copilot State | Available | Available | Available | Available | Available | Not Available |
Change Audience | Available | Available | Available | Available | Available | Not Available |
Move to Folder | Available | Available | Available | Available | Available | Available |
Change Help Centre Status | Available | Not Available | Not Available | Not Available | Not Available | Not Available |
Change Language | Not Available | Available | Available | Available | Available | Not Available |
Delete | Available | Available | Not Available | Available | Available | Available |
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