Ingested Knowledge - Internal Knowledge & FAQs

The Ingested Knowledge - Internal & FAQ module provides visibility into the documents, such as articles and FAQs, that have been imported into Moveworks. Here admins can monitor articles that are enabled for users, how various internal and external sources are configured, and troubleshoot access or configuration issues.

Total Imported Knowledge

The number of documents that have been imported.

Total Enabled Knowledge

The number of documents that are currently enabled for the Moveworks bot to serve answers to users.

Search

This search bar can be used to find documents that have been ingested into your Moveworks system. There are also filters to narrow down the search results to specific knowledge sources and articles.

Insights

You can click on View Knowledge Sources Breakdown to see a high-level view of knowledge sources being ingested into your Moveworks system. In this view you can see the name of knowledge sources, the number of available and enabled articles for each source, and when the knowledge source was last refreshed. This information is provided for internal knowledge (articles and FAQs), and external knowledge.

Knowledge Availability

This chart gives a breakdown of how many of the documents that have been imported is available or enabled.

Knowledge Sources

This chart gives a breakdown of how many of the documents that have been imported into the Moveworks system is coming from internal or external sources.


Frequently Asked Questions (FAQ)

  1. What is the difference between Available Articles and Enabled Articles? And why are some available articles disabled?
    A: Available articles are all articles found in your system that has been ingested by the Moveworks bot. While Enabled articles are the available articles that are also able to be served to the user in-chat. There are many reasons why an article was ingested but has been disabled from being presented to users, some reasons include:
    • The article failed to be snippetized properly. Snippetizing is when the Moveworks bot divides an article into multiple snippets that can be used to answer questions by showing the user the relevant snippet in the the article.
    • An article was snippetized but the snippets were dropped due to formatting issues. If an article snippetized but the snippets are not useable, Moveworks ingestion will drop these snippets, and the article will not be enabled to be served to users.
    • The article is being directly blocked. Moveworks can manually disable certain articles from being served to users. Please reach out to our Customer Success Team if you would like to disable certain articles in your knowledge base, or you are wondering why an article has been disabled.