By importing and enabling your support content, you've laid the foundation for excellent customer support. But things change and content can go out of date fast.
This article explores how to manage content in Knowledge so when customers, Fin, Copilot, or you are looking for an answer, it's always the right one.
All of your internal and external support content can be found within Knowledge > Content.
Search, filter and find content
To search all content within Knowledge, use the search bar at the top of the Content page to enter keywords and filter by content type.
Add more filters to refine your search, including filtering by:
All content types:
AI Agent state
Copilot state
Created by
Date
Language
Last updated by
Tag
Type
Public article:
Help Center collection
Help Center name
Status
Written by
Tip: To search within a specific folder, open that folder and then use the search bar at the top of the page.
Take bulk actions on content
You can take bulk actions on multiple content items or folders at once from Knowledge > Content.
Select the items and then choose from the actions at the top, including:
Change AI Agent state
Change Copilot state
Update tags
Change Fin audience
Change language
Move to folder
Delete
Change article status
Change written by
Move Help Center collection
Folders and their contents can also be bulk deleted from the side menu.
Note:
Synced content won't be deleted, it has to be removed from Knowledge > Sources.
Some bulk actions can only be applied to certain content types (e.g. bulk updating an article status will only work for public articles).
If a mixture of content types has been selected and a bulk action has been applied, the action will only be applied to the eligible content items and a banner will be displayed to let you know how many items it was applied to.
Bulk actions can sometimes take up to several minutes to be applied depending on the volume of items selected.
See the table below for available bulk actions for each content type:
Bulk action | Public Article | Internal Article | Webpage | Snippet | Folder | |
Change AI Agent State | Available | Available | Available | Available | Available | Not Available |
Change Copilot State | Available | Available | Available | Available | Available | Not Available |
Update Tags | Available | Available | Available | Available | Available | Not Available |
Change Fin Audience | Available | Available | Available | Available | Available | Not Available |
Move to Folder | Available | Available | Available | Available | Available | Available |
Change Article Status | Available | Not Available | Not Available | Not Available | Not Available | Not Available |
Change Written By | Available | Available | Not Available | Available | Not Available | Not Available |
Move Help Center Collection | Available | Not Available | Not Available | Not Available | Not Available | Not Available |
Change Language | Not Available | Available | Available | Available | Available | Not Available |
Delete | Available | Available | Not Available | Available | Available | Available |
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