Manage KC Bot Content using Content Library (Beta)

Prerequisites

Ensure that you have Editor access to Knowledge Center to create KC Bots and add content. For more information on assigning user permissions, refer to the User Management article.

Hosted Articles

PX allows you to create in-app articles called Hosted Articles. These articles can be used as a content source in KC Bots. This enables the delivery of essential content, such as EBR decks or best practices, that may not be part of your external knowledge base. You can create a hosted article and add the same to multiple bots within the same product. This eliminates the need to create duplicate articles in case you maintain multiple bots.

Example Business Use Case: Consider a scenario where you have a best practices document that is not a part of the knowledge base, or if you have release notes that you would like your users to quickly access from within your application. You can create such documents as Hosted Articles in PX, and add them to the KC Bot for your users to access. 

To create a new hosted article: 

1. Navigate to Knowledge Center Bot > Content Library. 
2. Click Add Content and select Hosted Article.
3. In the Content tab, enter the following details:
   1. Name: Enter a name to help you identify your article..
   2. Title: Enter a title for your article. This can be the same as the Name.
   3. Body: Enter or paste the contents of your article. You can either add all the content to the body section and not include any URLs, or add some brief overview in the Body section and redirect users to your URL for more info. The option to add images and videos is available. PX supports BMP, GIF, JPEG, PNG, SVG, TIFF, and WEBP image formats.
   4. (Optional) Link: Enter the URL where users can access additional information or view in a new tab.
   5. (Optional) Link Text: Provide the clickable text available at the end of the article. The default is Read More, if the Link field is added (only available in the old bot experience).
   6. View Type: Choose how the article should appear in the bot, and preview the selected layout before publishing. (only available in the old bot experience). 
   7. (Optional) Author Name: Enter the name of the content owner, that appears at the bottom of the bot.
   8. (Optional) Release Date: Provide the date you want to display at the bottom of the article as its published date.
4. Click Save. The new article is created and added to Content Library.

Linked Articles

Linked Articles allows you reference articles from your integrated Knowledge Base and add them to the KC Bot. 

Prerequisite: Ensure that you have a successful integration with the required knowledge base set up in PX. For more information on how to connect PX with an external knowledge base, refer to the Knowledge Center Integrations category of articles.

To add linked articles articles:

1. Navigate to Knowledge Center Bot > Content Library. 
2. Click Add Content and select Linked Article. 
3. In the Linked Articles window, select the knowledge base from which you wish to add an article. 
4. Enter the keywords to search the required article(s).
5. (Optional) Click the eye icon to preview an article.
   Note: Linked articles from Google, Coveo, and Salesforce open in a new tab, including when accessed by users through the Bot. All other articles open in a preview window. 
6. For the required article(s), click the Add icon. The selected articles are added to Content Library.
   Note: Articles from Google, Coveo, and Salesforce open in a new tab, including when accessed through the Bot. Articles from other sources open natively in a preview window within the Bot.

Web Links

Web Links allow you to create a link to an external resource and add them to your bot with an option to configure the link to open in the same tab or a separate tab. 

Example Business Use Case: Consider a scenario where you want to provide resources to a specific document in your knowledge base, direct users to content that does not exist in your help center, or to any event registration forms. Using Web Links, you can directly add such URLs to your bot for quick access for your users. 

To create links to external URLs:

1. Navigate to Knowledge Center Bot > Content Library. 
2. Click Add Content and select Web Link. The Add Weblink window appears. 
3. Enter the following information: 
   1. Title: Enter the name of the URL for reference. 
   2. (Optional) Description: Provide an overview or details of the link. 
   3. URL: Enter the URL that the user must be redirected to. 
4. Select whether the URL should open in a new tab or the current tab.
5. Click Add. The web link is added to Content Library.

JavaScript Functions

JavaScript Function allows you to invoke custom JavaScript functions defined within your application directly from the Knowledge Center Bot. This is useful for integrating dynamic actions, such as triggering application-specific behaviors, without leaving the bot. This enhances interactivity by connecting the KC Bot to application-level functionalities.

To create a JavaScript function: 

1. Navigate to Knowledge Center Bot > Content Library. 
2. Click Add Content and select JavaScript Function. The Add Function window appears. 
3. Enter the following information: 
   1. Title: Name of the function for reference. 
   2. Description: Overview or details of the function. 
   3. JavaScript Function Name: Enter the name of the function from your application that must be invoked. 
   4. JavaScript Function Payload: Enter any data or parameters that should be passed to the function when it is triggered.
4. Click Add. The function is added to Content Library.

IMPORTANT: Admins need to add the JavaScript function to the product tag to ensure security. Following is an example of adding the tag where the function to add is allowedLink:

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var config = {kcAllowedFuncNames : ["allowedLink"]};