Knowledge
The Knowledge section allows you to provide data to your AI Agent.
This data is used by the agent to understand, retrieve, and respond to user queries using Retrieval-Augmented Generation (RAG).
Without knowledge, the agent relies only on its general model. With knowledge, it becomes context-aware and domain-specific.
How Knowledge Works
When a user asks a question:
The AI Agent searches the available knowledge sources
Relevant information is retrieved
The AI uses this data to generate a response
The response is grounded in your provided content
This ensures responses are:
Accurate
Contextual
Based on your organization’s data
Add Knowledge
You can add knowledge to your AI Agent in four different ways:
1. Upload Files
Upload documents directly to the agent.
Supported formats:
PDF (.pdf)
Word (.doc, .docx)
Text (.txt)
CSV (.csv)
PowerPoint (.pptx)
JSON (.json)
Markdown (.md)
Limits:
Maximum 10 files per upload
Maximum 5 MB per file
Use this for:
Internal documentation
Guides
Policies
Product documentation
2. Public Websites
Add website URLs to be crawled and indexed.
The system will:
Crawl the provided pages
Extract content
Make it available to the agent
Use this for:
Documentation sites
Help centers
Public knowledge bases
3. Applications
Connect external systems as knowledge sources.
Examples:
ServiceNow Knowledge Base
Xurrent Knowledge Articles
This allows the agent to:
Access live data
Use up-to-date knowledge
Integrate directly with operational systems
4. Text Input
Manually enter text as knowledge.
Use this for:
Small pieces of information
Instructions or notes
Quick additions without uploading files
Managing Knowledge
All added knowledge sources are listed in the Knowledge section.
Each item shows its status:
Ready → Available for use
Processing → Being indexed
You can also:
Remove knowledge sources
Update content (by re-uploading or editing)
Best Practices
Keep content clean and structured
Avoid duplicate or conflicting information
Use clear and descriptive language
Regularly update knowledge sources
Prioritize high-quality, relevant content
When to Use Each Option
Upload Files
Internal docs, structured content
Public Websites
External documentation
Applications
Live system data (ITSM, KBs)
Text Input
Quick or small additions
What’s Next
After adding knowledge, your AI Agent can:
Answer questions using your data
Provide accurate and contextual responses
Support users based on real documentation
You can further enhance your agent by:
Summary
Knowledge is the context layer of your AI Agent.
It defines what the agent knows
It improves response accuracy
It enables domain-specific intelligence
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