Configure Knowledge Management

  • Updated on Mar 12, 2026
  • Published on Mar 12, 2026
  • 2 minute(s) read
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You can configure the various components of the Knowledge Management module.

To configure Knowledge Management module, perform the following steps:

  1. Navigate to Admin > Infrastructure > Tenant.

  2. On the Tenant page, select the domain name from the Domain drop-down list and click Submit.

    Figure: Filters: Domain

  3. The Tenant List page is displayed. Select the Tenant name for which you want to configure the Knowledge Management module.

    Figure: Tenant page: List of Tenants

4. The Tenant Details page is displayed. Click Configure Details on the right-side action panel.

Note

On the above Tenant Details page, Domain, Tenant Code, Display Name, and Description about the selected Tenant is displayed. If the Active check box is selected, it indicates that the selected Tenant is an active Tenant. The various module configured, not configured, and disabled for the Tenant is displayed on the page by the different color check marks:

  • Orange indicates not configured module

  • Green indicates configured module

  • Grey indicates disabled module

5. Under the Modules section, select the module as Knowledge Management. The details about the Knowledge Management module are displayed.

Figure: Knowledge Management - Tenant Details Page

Field Description

The following table describes the fields on the Details sections of Tenant page:

Field

Description

Details

Allow Editing for Approver

Select this check box to allow the Approver to edit the Knowledge Record fields on the Knowledge Record ID page.

Allow Editing for Publisher

Select this check box to allow the Publisher to edit the Knowledge Record fields on the Knowledge Record ID page.

Enable AI Based Search

Select this check box to enable AI based search for Knowledge Records. The AI-based search results are more relevant to the End User's search criteria. The Knowledge Records are sorted based on 'Most Rated' value. On the following pages, the Search field becomes AI based:

  • Knowledge Dashboard

  • User Dashboard

  • End User Dashboard

  • Knowledge Base pop-up (Incident > User > Manage Incidents > Incident List > Select Incident > Click Knowledge Base on right side action panel)

  • Global Search

Note

By default, the Enable AI Based Search check box is not selected. If the AI-based search is not enabled, then the search results are based on SymphonyAI in-built search algorithm.

API URL

Type in the API URL. This text box is available if the Enable AI Based Search check box is selected.

API Timeout

Type in the API Timeout value (in Millisecond). This text box is available if the Enable AI Based Search check box is selected.

API Key

Specify the key for the API.

Restrict Knowledge Record list view as per workgroup access

If enabled you can restrict the KA access to analysts based on workgroup.

This section explains all the icons on the right-side action panel of the Tenant page.

Show List

Click Show List to display the List table showing all the configured Tenants.


Figure: Tenant page: List of Tenants

To update a Tenant detail, click the configured Tenant Name. Make appropriate changes and click Submit.

To display the inactive Tenants, click the Include Inactive check box.

Note

When the list Tenants is displayed under the List table, the Add New and Tenant Label Display actions are displayed on the right-side action panel.

  • Click Add New to configure a new Tenant.

  • Using the Tenant Label Display action, you can configure a name for Tenant label. Type in the name for the Tenant label in the Tenant Label Display text box. Click Sumit to save the changes.

Show Tenant

Click Show Tenant to view the details of the selected Tenant. The Tenant page is displayed.


Figure: Tenant Page