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Knowledge Collections

Knowledge Collections are the curated information sources that AI agents draw from to answer questions, resolve tickets, and guide users in ServiceOps.

Without a knowledge collection attached, an AI agent relies only on its general training. With one, it can reference your organization's specific documentation, procedures, and knowledge base — delivering accurate, context-aware responses.

How It Works​

Knowledge Collections follow a three-level hierarchy. You must complete each level in order:

  1. Create a Folder: The top-level container. Organize folders by domain, department, or team (e.g., IT Support, HR Policies).
  2. Create a Collection: Lives inside a folder. Each collection groups related knowledge sources for a specific purpose (e.g., Password & Access FAQs).
  3. Add Knowledge Sources: Attach content to the collection from three source types:
    • Articles: Published articles from your ServiceOps Knowledge Base.
    • Files: Uploaded documents (PDF, DOCX, TXT).
    • Websites: Crawled pages from internal or external URLs.
  4. Test the Collection: Validate retrieval accuracy before attaching the collection to an agent.
  5. Attach to an AI Agent: In AI Studio, assign the collection to an agent so it can reference the knowledge during conversations.
tip

Start small. Create one focused collection for your highest-volume request type, test it thoroughly, then expand.

Prerequisites​

Before creating your first knowledge collection, ensure:

  • You have Manage AI Studio permissions under Admin > User > Roles > Admin Module.
  • Knowledge base articles you plan to add are in Published status, draft articles are not indexed.
  • Attach the collection to AI agents in AI Studio. See AI Studio Overview.

In This Section​

PageWhat You'll Do
Managing Knowledge FoldersCreate and organize top-level folders; set access levels
Creating a Knowledge CollectionCreate a named collection inside a folder
Adding Knowledge SourcesAdd articles, files, and websites to a collection
Testing a CollectionValidate retrieval accuracy before attaching to an agent
Best PracticesStructure and maintain collections for optimal AI performance