Mapping KB Article Fields to Generated Documents

You can now upload documents to a specified source system using a JSON file, and then map fields that you want to add to each document when you generate knowledge articles.

Prerequisites:

1. Identify the fields and their corresponding values that you want to work with on the Knowledge Field Assignment page.

Knowledge Field Assignment

This will allow you to pre-select the fields and their values while generating the document.

1. Collect the following data points:

• Field Name

• Field Path

• Data Type

• Values within the Field

• Selection Type (Single-select or Multi-select)

1. Provide these details to your Aisera Customer Success Team, so they can create a JSON file and upload it to Aisera.

Load the JSON file

To upload the .json file:

1. Navigate to Settings -> Configuration -> Knowledge Generation.

2. Add the External System Type. This section will appear blank if no files have been uploaded previously.

It lists the integrated systems for which JSON files have been uploaded in the past.

3. Click + Add a JSON File and choose the file to upload. A popup will appear. Select the integration type and upload the JSON file.

To Adding New Fields or Values:

1. To add new fields or values to existing fields, first export the most recently uploaded JSON file from the External System Type.

2. Edit the exported JSON to include the new fields or values.

3. In the pop-up menu, select the option, Add Delta Values from the JSON and click OK.

To Override Existing Data:

1. To completely replace the previously loaded data, download the JSON for the specific integrated system.

2. Modify it with the required fields and values, and select the Override option.

3. This action will entirely replace the fields and values, and the updated data will be reflected in the Knowledge Generation -> Action -> Configuration -> Knowledge Field Mapping page.

NOTE:

Overriding data may impact past runs. For instance, if a job was executed last month using specific field mapping and values, overriding the data will invalidate those fields and values. As a result, when uploading documents to the source system, these fields and values will be ignored, which is expected behavior. It is important to consider this potential impact when selecting the override option.

There is no direct option to update existing fields or values. To make updates, use the Override option without modifying other fields. Add the updated field or values to the JSON file, select Override, and upload it. This will retain the previous fields and values while incorporating the updated data.

Limitations:

Currently, all fields and values added are displayed as drop-down options in the Knowledge Field Mapping screen.

This approach currently has the following limitations:

1. Date Fields:

You must manually add date values to the JSON file..

2. Date/Time Fields:

Similar to date fields, you must manually add date and time values.

3. Open Text Fields:

You cannot currently enter free text into open text fields loaded from the JSON on the Knowledge Field Mapping screen in the Knowledge Generation page. All that they need to do is to add the values as well for the free text.

For example, the field Product Line, which is of type Text and accepts free text, requires that you define the possible values in the JSON file (such as ‘Analytics and Reporting’ or ‘Finance’). These values are then displayed as drop-down options for the Product Line field.

You can select a value based on the chosen category, since the Product Line field is only available when a value is selected in the Category field. Please note that there is no hierarchical display, and the Product Line field is currently mandatory when you select a category.

4. Multi-Selection Fields:

Fields that allow multi-selection in the source system are not supported at this time.

We are actively working on addressing these limitations.

Field Mapping for KB Articles is not mandatory. If there is a requirement to pre-select the knowledge fields while uploading the document, first select the ‘External System Type’ (such as, ServiceNow, Salesforce, or Zendesk) to which the JSON mapping is configured in the Tenant configuration screen (as mentioned above).