Topic Import

About Topics

The knowledge base typically houses information intended for both internal and external purposes. Within the repository of articles, some are exclusively designated for agent access, while others are suitable for customer viewing. Topics play a crucial role in determining which sections of the knowledge base are accessible on the portal.

Learn more about Topics


Organizing Topic Structure

  1. Organize Topics Sequentially : Ensure a clear and intuitive structure by arranging topics in a logical, sequential order.
  2. Add Subtopics as Needed : Enhance the overall organization by creating multiple subtopics within each topic. Make sure that subtopics follow the same logical sequence.
Copy
Copied
{
  "topics": [
    {
      "name": "Credit Card and Payments",
      "description": "",
      "addArticles": {
        "fromArticles": [
          {
            "path": "Purple Nile Retail - Sample Data/Credit Cards & Payments/E-Gift Cards"
          }
        ]
      }
    }
  ]
}

Creating Topics

  1. Access the Knowledge System : Log in to the Knowledge Console.
  2. Review the Topic Hierarchy : Take note of the existing topic structure to understand how the new topic fits into the overall organization.
  3. Set Up the Topic : Map the folder structure in a JSON format. Ensure to begin with a root element named "topics" that contains an array.
    Copy
    Copied
    {
      "topics": []
    }
  4. Add Each Topic : Add an object within the "topics" array containing the necessary details for the topics, such as its name, description, and addArticles object.
Parameter Description Type Required
name Name of the topic String Yes
description Description of the topic String Optional
addArticles An object that contains an array of articles to be added to the topic Array Yes
  1. Add Articles to the Topic : Within the "addArticles" object, create an array named "fromArticles" or "fromFolders" . Each entry in this array should be an object that includes the "path" to the article/folder within the knowledge base.
Parameter Description Type
fromArticles List of specific articles to be added Array
fromArticles.path Path of the article to include in the topic String
fromFolders List of folders from which articles can be added Array
fromFolders.path Path of the folder to include in the topic String
  1. Repeat for Additional Topics : Continue adding each topic to the "topics" array, ensuring each entry follows the same format.
Copy
Copied
{
  "topics": [
    {
      "name": "Name of topic",
      "description": "",
      "addArticles": {
        "fromFolders": [
          {
            "path": "Folder Path"
          }
        ],
        "fromArticles": [
          {
            "path": "Article Path"
          }
        ]
      }
    },
    {
      "name": "Name of topic",
      "description": "",
      "addArticles": {
        "fromFolders": [
          {
            "path": "Folder Path"
          }
        ],
        "fromArticles": [
          {
            "path": "Article Path"
          }
        ]
      }
    }
  ]
}

Creating Subtopics

  1. Locate the parent topic : Navigate to the desired topic to add a subtopic.
  2. Set Up the Subtopic : Add the "topics" array within the parent topic object.
  3. Add Each Subtopic : Add an object within the nested "topics" array containing the necessary details, such as its name, description, and addArticles object.
Parameter Description Type Required
name Name of the subtopic String Yes
description Description of the subtopic String Optional
addArticles An object that contains an array of articles to be added to the subtopic Array Yes
  1. Add Articles to the Subtopic : Within the "addArticles" object, create an array named "fromArticles" or "fromFolders" . Each entry in this array should be an object that includes the "path" to the article/folder within the knowledge base.
Parameter Description Type
fromArticles List of specific articles to be added Array
fromArticles.path Path of the article to include in the subtopic String
fromFolders List of folders from which articles can be added Array
fromFolders.path Path of the folder to include in the subtopic String
Copy
Copied
{
  "topics": [
    {
      "name": "Name of topic",
      "description": "",
      "addArticles": {
        "fromFolders": [
          {
            "path": "Folder Path"
          }
        ],
        "fromArticles": [
          {
            "path": "Article Path"
          }
        ]
      },
      "topics": [
        {
          "name": "Name of subtopic",
          "description": "",
          "addArticles": {
            "fromFolders": [
              {
                "path": "Folder Path"
              }
            ],
            "fromArticles": [
              {
                "path": "Article Path"
              }
            ]
          }
        }
      ]
    }
  ]
}