Overview

Knowledge mapping gives you control over which parts of your knowledge base are accessed for specific customer inquiries, which can significantly improve response accuracy. Rather than exposing your entire repository for every question, you can include or exclude sections based on case tags, ensuring appropriate information delivery while maintaining necessary content boundaries.

When to use it

Knowledge base mapping is valuable in numerous scenarios where you need to focus on, or shield off, specific parts of your knowledge base. For example, when your knowledge base:

• Contains sections relevant to different brands within your company
• Contains sections relevant to certain business units, products, or highly specific queues
• Needs to present different sections with varying levels of detail to agents based on their tier
  • Note: For tier-based mapping configuration, please contact us

These examples illustrate common applications, but knowledge mapping can be customized to address your unique business requirements and information architecture.

How to set it up

In the knowledge management section within settings, you'll find a new tab called "Knowledge mapping" where you can create mapping rules.

Basic mapping rules

To create a mapping rule:

1. Define which cases should use this rule by selecting specific "ticket property values" (such as brands or ticket tags)
2. Specify which knowledge articles should be accessible for these cases by selecting the relevant knowledge tag(s)
   • Note: These tags can be set in the main knowledge base

Multi-condition mapping

For more advanced scenarios:

• To make certain knowledge content available across multiple case types, add multiple ticket properties with an "Or" between them
• To restrict knowledge content to cases that meet multiple criteria simultaneously, add multiple ticket properties with an "And" between them

For example, you might create a rule that makes your “B2B” content accessible when tickets are from either "B2B Brand A" or "B2B Brand B," while restricting “B2B partnership” content to tickets that are tagged as both "B2B" and "Partner."

Note: When multiple rules apply to a single ticket, all relevant knowledge tags will be combined, giving the ticket access to the combined set of applicable knowledge resources.