The Knowledge tab within an Agent shows the available knowledge contexts within your platform. You can toggle on the relevant contexts related to your Agent configuration and use case.

Note that a user’s access to content within a knowledge context is managed through their entitlement to use agents.

Entitlement to Agents and Knowledge Contexts

In the example above, the user depicted can access all three agents and will be able to find content from all five knowledge contexts in the content discovery feature if enabled.

If the user was only a member of Account A, they would not access Agent III or content from Knowledge Context 5. Note that responses from Agent I will only be drawn from Knowledge Contexts 1 and 2, even though the user is entitled to Knowledge Contexts 3 and 4 through Agent II.

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Configuring Knowledge

Select the contexts the agent can access to configure the Knowledge Contexts.

Please note: The agent can access information from multiple knowledge contexts. More than one knowledge context can be selected here.

OOnce the selected knowledge contexts have been toggled on and saved, the agent can utilize all information from those associated contexts when answering end-user questions.

If you need any help at all, please ask your Customer Success Executive.