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Version: 6.0.0

Knowledge Sets Documentation

Introduction​

Knowledge Sets are powerful organizational tools that allow you to group related knowledge sources into logical collections. By combining multiple knowledge sources into a single Knowledge Set, you can create comprehensive information packages that provide users with a unified view of related content. Knowledge Sets enhance the effectiveness of the ACE Search and Chat features by allowing targeted queries across specific knowledge domains.

Table of Contents​

Understanding Knowledge Sets​

What is a Knowledge Set?​

A Knowledge Set is a named collection of knowledge sources that:

  • Groups related information from different connector types
  • Creates a logical boundary for search and retrieval
  • Allows permission management at the collection level
  • Enables targeted queries against specific knowledge domains

Benefits of Knowledge Sets​

Knowledge Sets provide several advantages:

  • Organized Access: Group related knowledge regardless of source type
  • Contextual Searching: Search within specific information domains
  • Simplified Permission Management: Manage access for multiple sources at once
  • Improved Relevance: Get more focused search results
  • Enhanced Chat Responses: Enable more contextually relevant chat interactions

Accessing Knowledge Sets​

  1. Navigate to the Knowledge Management section from the main navigation bar
  2. Select Knowledge Sets from the dropdown menu
  3. The Knowledge Sets interface will display, showing all existing sets

Creating a New Knowledge Set​

Basic Creation Process​

  1. From the Knowledge Sets interface, click Add Knowledge Set
  2. Provide the following information:
    • Knowledge Set Name: A descriptive name for the set
    • Knowledge Set Description: A detailed explanation of the set's purpose and contents
  3. Set permissions by selecting user groups that should have access
  4. Click Add Permission to apply the selected group permissions
  5. Click Add to create the Knowledge Set (initially empty)

Adding Knowledge to a Set​

After creating a Knowledge Set, you need to add knowledge sources to it:

In the newly created Knowledge Set, you'll see options to add knowledge:

  • Existing Knowledge: Add complete knowledge sources
  • Add Information Using Search: Add specific knowledge objects

Option 1: Adding Existing Knowledge​

  1. Click on Existing Knowledge option
  2. A list of all available knowledge sources will appear
  3. Select the checkbox next to each knowledge source you want to include
  4. Click Add to include the selected sources in the Knowledge Set

Option 2: Adding Specific Knowledge Objects​

  1. Click on Add Information Using Search
  2. Use the search function to find specific knowledge objects
  3. Select the checkbox next to each object you want to include
  4. Click Add to include only those specific objects in the Knowledge Set

This second option allows for more granular control, letting you include specific documents, pages, or items rather than entire knowledge sources.

Managing Knowledge Sets​

Viewing Knowledge Sets​

The Knowledge Sets dashboard displays:

  • Name of each Knowledge Set
  • Description
  • Creation date
  • Last modification date
  • Actions (Edit, Delete)

Editing a Knowledge Set​

To modify an existing Knowledge Set:

  1. From the Knowledge Sets dashboard, locate the set you want to edit
  2. Click the Edit button (pencil icon)
  3. In the edit view, you can:
    • Update the name and description
    • Modify group permissions
    • Add or remove knowledge sources
    • Reorder knowledge sources (to affect priority)

Adding More Knowledge​

  1. While in edit mode, click the Add Knowledge button
  2. Follow the same process as during creation to add additional sources

Removing Knowledge​

  1. While in edit mode, locate the knowledge source you want to remove
  2. Click the Remove button (trash icon) next to that source
  3. Confirm the removal

Deleting a Knowledge Set​

To completely remove a Knowledge Set:

  1. From the Knowledge Sets dashboard, locate the set you want to delete
  2. Click the Delete button (trash icon)
  3. Confirm the deletion in the prompt that appears

Note: Deleting a Knowledge Set only removes the collection itself, not the underlying knowledge sources. Those will remain available in the system and can be used in other Knowledge Sets.

Permission Management​

Knowledge Sets have their own permission system that determines who can access the collected information:

Setting Permissions During Creation​

  1. When creating a Knowledge Set, you'll see a Group Permission section
  2. Select one or more user groups from the dropdown
  3. Click Add Permission to apply
  4. Only users in these groups will be able to access this Knowledge Set

Modifying Permissions​

  1. Edit the Knowledge Set
  2. In the Group Permission section:
    • Add new groups by selecting them and clicking Add Permission
    • Remove existing groups by clicking the Remove button next to the group name

Permission Interaction with Source Knowledge​

Understanding how Knowledge Set permissions interact with source knowledge permissions:

  • Restrictive Model: Users need permission for both the Knowledge Set AND the underlying knowledge source
  • If a user has access to a Knowledge Set but not to a particular knowledge source within it, they won't see content from that source
  • This ensures proper access control across the system

Using Knowledge Sets in Search and Chat​

Searching Within Knowledge Sets​

  • In the main search interface, users can filter their search to specific Knowledge Sets
  • A dropdown or selection mechanism allows choosing one or more Knowledge Sets
  • Search results will only include content from the selected sets

Using Knowledge Sets with Chat​

  • When starting a chat session, users can select specific Knowledge Sets as context
  • The chat system will prioritize information from these sets when answering queries
  • This creates more focused, relevant conversations based on specific knowledge domains

Knowledge Set Organization Strategies​

By Department or Function​

Group knowledge based on organizational structure:

  • Marketing Knowledge Set
  • Sales Knowledge Set
  • Technical Support Knowledge Set
  • HR Knowledge Set

By Product or Service​

Organize knowledge around specific offerings:

  • Product A Knowledge Set
  • Product B Knowledge Set
  • Service Line X Knowledge Set

By Project​

Create temporary Knowledge Sets for active projects:

  • Project Alpha Knowledge Set
  • Q4 Launch Knowledge Set
  • Customer X Implementation Knowledge Set

By Audience​

Tailor Knowledge Sets to specific user types:

  • New Employee Knowledge Set
  • Customer-Facing Knowledge Set
  • Developer Knowledge Set
  • Executive Dashboard Knowledge Set

Knowledge Set Priority and Weighting​

Understanding Priority​

When multiple Knowledge Sets are used, or when sources within a set might have overlapping information:

  • The order of knowledge sources within a set determines priority
  • Sources listed first have higher priority in search results
  • You can reorder sources by dragging them up or down in the list

Setting Content Weighting​

Some implementations allow for weighted importance:

  1. Edit the Knowledge Set
  2. For each knowledge source, you may see a weighting option
  3. Assign higher weights (e.g., on a scale of 1-10) to more authoritative sources
  4. This affects relevance scoring in search results

Advanced Knowledge Set Features​

Knowledge Set Analytics​

Monitor the usage and effectiveness of your Knowledge Sets:

  • Access analytics from the Knowledge Set dashboard
  • View metrics such as:
    • Usage frequency
    • Most accessed content
    • Search hit rates
    • User engagement

Automated Knowledge Sets​

Some systems support rule-based Knowledge Set creation:

  • Define rules for automatic inclusion of knowledge sources
  • Example criteria:
    • Content tags or categories
    • Creation date ranges
    • Author or department
    • Specific keywords

Temporary Knowledge Sets​

Create time-limited Knowledge Sets for specific purposes:

  • During creation, set an expiration date
  • The Knowledge Set will be automatically disabled after that date
  • Useful for event-specific or time-sensitive collections

Best Practices for Knowledge Sets​

Creation Guidelines​

  • Clear Purpose: Each Knowledge Set should have a well-defined purpose
  • Descriptive Naming: Use clear, intuitive names that reflect content
  • Comprehensive Description: Write detailed descriptions explaining the set's purpose and contents
  • Right-Sized: Keep sets focused – too small lacks context, too large becomes unwieldy
  • Minimal Overlap: Avoid excessive duplication across multiple sets

Maintenance Strategy​

  • Regular Review: Schedule quarterly audits of Knowledge Set contents
  • Source Verification: Ensure all knowledge sources remain relevant and current
  • Permission Auditing: Verify that access permissions remain appropriate
  • Usage Analysis: Review analytics to identify underutilized sets
  • Gap Analysis: Identify missing content areas based on search and chat logs

Governance Recommendations​

  • Ownership Assignment: Designate an owner for each Knowledge Set
  • Creation Policies: Establish guidelines for when to create new sets
  • Naming Conventions: Implement standard naming patterns
  • Documentation: Maintain a registry of sets with purposes and owners
  • Lifecycle Management: Define processes for archiving outdated sets

Troubleshooting Common Issues​

IssuePossible CausesSolutions
Knowledge Set not appearing for usersPermission issuesVerify both Knowledge Set and source permissions
Missing content within a Knowledge SetSource knowledge permissions, indexing issuesCheck source permissions, verify source indexing status
Duplicate content in search resultsMultiple sources with similar contentReview and consolidate sources, adjust priority order
Poor search relevanceInappropriate source prioritizationReorder sources, adjust weightings if available
Knowledge Set appears emptyNo sources added, source indexing failedAdd sources, check indexing status of sources

Knowledge Set Examples​

Technical Documentation Collection​

Name: Product Technical Library
Description: Comprehensive technical documentation for all products including manuals, specifications, troubleshooting guides, and technical bulletins.
Sources:

  • Web connector: Support website
  • Files connector: Technical PDF manuals
  • SharePoint connector: Internal technical specifications
  • GitHub connector: Developer documentation

Customer Service Resource​

Name: Customer Support Knowledge Base
Description: Essential information for customer service representatives including policies, procedures, FAQs, and product details.
Sources:

  • FAQ connector: Customer FAQs
  • Files connector: Policy documents
  • Web connector: Product pages
  • JIRA connector: Known issues
  • Confluence connector: Support procedures

Onboarding Collection​

Name: New Employee Essentials
Description: Key resources for new employees including company policies, procedures, organizational information, and system access guides.
Sources:

  • SharePoint connector: HR documents
  • Files connector: Company handbook
  • Confluence connector: Department pages
  • FAQ connector: Common new employee questions
  • Web connector: Internal systems documentation

Conclusion​

Knowledge Sets are powerful tools for organizing information and creating targeted, contextual knowledge domains. By thoughtfully creating and maintaining Knowledge Sets, you can significantly enhance the effectiveness of search and chat features, providing users with more relevant information in their specific contexts.

Effective Knowledge Set management requires ongoing attention and maintenance, but the benefits in terms of improved information findability and contextual relevance make this effort worthwhile. Follow the best practices outlined in this documentation to maximize the value of your Knowledge Sets.