Topic Import

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

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.

{
  "topics": [
    {
      "name": "Credit Card and Payments",
      "description": "",
      "addArticles": {
        "fromArticles": [
          {
            "path": "Purple Nile Retail - Sample Data/Credit Cards & Payments/E-Gift Cards"
          }
        ]
      }
    }
  ]
}

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.
   {
     "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.

5. 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.

6. Repeat for Additional Topics: Continue adding each topic to the "topics" array, ensuring each entry follows the same format.

{
  "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"
          }
        ]
      }
    }
  ]
}

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.

4. 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.

{
  "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"
              }
            ]
          }
        }
      ]
    }
  ]
}

The optional id and externalId fields provide precise control over how a topic is matched during import. These fields are especially useful for content synchronization, where relying on the topic name and path alone can create duplicate topics if the name or path changes in the source system.

Provide only one identifier per topic — either id or externalId, but not both. If both are supplied, the import validation aborts.

Matching Behavior:

{
  "topics": [
    {
      "externalId": "sharepoint-topic-17",
      "name": "Name of topic",
      "description": "",
      "addArticles": {
        "fromArticles": [
          {
            "path": "Article Path"
          }
        ]
      }
    }
  ]
}