Published at: 2026-10-15
Creating Knowledge Overview
Three ways: create online (documents/Q&A/web), upload files/folders, import/connect system data.
Overview
Knowledge can enter the knowledge base in several ways, from manual creation to batch import and system integration. Choose the method that fits the knowledge type and your maintenance workflow.
Knowledge types and creation methods
| Knowledge type | Creation method | Typical usage |
|---|---|---|
| Online document | Create directly in the knowledge base | Detailed articles, manuals, policies |
| Q&A pair | Create question-answer pairs | Frequently asked questions, standard answers |
| Web knowledge | Provide a web page URL | Public pages, official docs, external sites |
| Uploaded file / folder | Upload local documents | Existing materials in Word, PDF, PPT, Excel |
| AI-generated Q&A drafts | Generate drafts from documents with AI | Convert long documents into Q&A quickly |
| Imported system data | Batch import from CRM / service data | Auto-generated cases, service knowledge |
| OpenAPI integration | Connect an external knowledge system | Third-party knowledge sources |
How to choose
- Use Q&A pairs for questions that need stable, standard answers.
- Use online documents or uploaded files for in-depth articles that require rich formatting.
- Use web knowledge when the source is a live website that you want to reference.
- Use AI drafts or system import when you have a large volume of material and want to build coverage quickly.
- Use OpenAPI when the knowledge lives in an external system and must stay synchronized.
Related topics
- Create Online Document
- Create Q&A Pair
- Upload Documents and Folders
- Generate Q&A Drafts with AI