Knowledge Generation

Define the field schemas Aisera uses when generating knowledge base articles from connected knowledge platforms.

The Settings > Configuration > Knowledge Generation section controls the field and value definitions Aisera uses during knowledge base article generation. These are tenant-level settings that apply to all bots on your tenant.

JSON File for Field and Value Definition

Type	JSON file list
Default	No Data

Stores field definition schemas for each connected knowledge platform. Each uploaded file defines the fields and allowed values for a specific knowledge system, which Aisera uses to present the correct field options to agents when they configure knowledge generation jobs.

Click + Add a JSON File to open the Import KB Gen Field Mappings dialog. Configure the following for each file you upload.

Integration Type

The knowledge system the uploaded file belongs to. Lists all available knowledge system integrations. Aisera stores field definitions per integration type. Uploading against the wrong type means agents see incorrect or missing field options when setting up a knowledge generation job for that system.

Select the JSON File to upload

A JSON file defining the fields for the selected knowledge system. The file must be a JSON object with a top-level fields array. Each object in the array represents one field:

Property	Required	Description
fieldName	Yes	Human-readable label displayed to agents in the knowledge base generation wizard
fieldPath	Yes	The field key or path as it exists in the external system (for example, Product_Line__c in Salesforce)
externalFieldType	Yes	The field type as defined in the external system. Drives how Aisera handles the field. See note below.
dataType	No	Internal data type. Defaults to String if omitted.
allowMultiSelect	No	Boolean. When true, agents can select more than one value for this field.
values	Conditional	Array of allowed values. Required when externalFieldType contains "picklist". Aisera ignores this field for date-type fields.

The externalFieldType value drives how Aisera handles the field at generation time. Fields with a type containing "picklist" present agents with a dropdown using the provided values. Fields with a type containing "date" always render as free-text date entry. Aisera ignores the values array even if provided.

Example:

{
  "fields": [
    {
      "fieldName": "Product Line",
      "fieldPath": "Product_Line__c",
      "dataType": "String",
      "allowMultiSelect": false,
      "externalFieldType": "Picklist",
      "values": ["Analytics and Reporting", "Insurance", "Health Care"]
    },
    {
      "fieldName": "Internal Audience Only",
      "fieldPath": "Internal_Audience_Only__c",
      "dataType": "Boolean",
      "allowMultiSelect": false,
      "externalFieldType": "Checkbox"
    },
    {
      "fieldName": "WD Date",
      "fieldPath": "WD_Date__c",
      "allowMultiSelect": false,
      "externalFieldType": "Date"
    }
  ]
}

Import mode

Controls how the upload affects existing field definitions stored for the selected integration type.

• Add delta values from the JSON: merges incoming values with existing stored values for fields already in the system. Aisera silently drops duplicate values. Use this option when adding new picklist options without removing existing ones.

• Completely override values with latest file: replaces stored values with only the values in the uploaded file for existing fields. Use this option to correct or fully replace existing picklist options.

In both modes:

• Fields in the file that do not yet exist in the system are always created as new entries.

• Aisera always updates field metadata (dataType, allowMultiSelect, fieldPath, and externalFieldType) on existing fields.

• Aisera never modifies or deletes fields already in the system that are not included in the uploaded file.

• Date-type fields ignore the import mode selection. Aisera does not store values for date fields in either mode.