Published at: 2026-10-15
Knowledge Maintenance and Operations
| Task | What to do |
|---|---|
| Manage AI Knowledge Items | Review ingested items and status |
| Maintain Knowledge Articles | Create/edit 1.0 articles used by rules |
| Verify Duplicate Knowledge | Merge/confirm duplicates |
| Maintain Standard Q&A | Review and correct standard answers |
Overview
Backend knowledge maintenance covers the daily operations that keep knowledge accurate and consistent: managing entries, checking duplicates and maintaining standard Q&A pairs. In Knowledge Base 2.0 these activities are mostly done in the front end, with the backend used for review and exception handling.
Manage knowledge entries
- AI knowledge entries: review AI-generated entries, correct their content and adjust their categories.
- Knowledge articles: manage article status, categories and validity.
- Standard Q&A pairs: maintain the question-answer corpus used for stable standard answers.
Check duplicate knowledge
- The duplicate knowledge check compares Q&A pairs and articles for high similarity.
- Review the candidate list, keep the authoritative item, and merge or retire redundant items.
- After cleanup, verify that search and AI answers return the correct, single source.
Maintain standard Q&A pairs
- Standard Q&A pairs give stable, pre-approved answers for frequent questions.
- Maintain them by editing the question, similar questions, answer, category and validity period.
- Keep similar questions in sync with product changes so matching stays accurate.
Legacy backend notes
- Backend pages for maintaining 1.0 knowledge entries and enterprise knowledge spaces are provided only for enterprises with existing custom configurations.
- In Knowledge Base 2.0, front-end space and folder resource permissions decide visibility; backend permission settings no longer apply.