Knowledge mapping

Plans and permissions:

• Add-on: AI agents or Copilot, billed separately
• View knowledge mapping rules: Admin, Manager, or Team Lead role, or a custom role with Knowledge management settings set to Can view knowledge management settings or Can edit knowledge management settings
• Create, edit, and delete mapping rules: Admin role, or a custom role with Knowledge management settings set to Can edit knowledge management settings

Use knowledge mapping to control which parts of your knowledge base AI agents and Copilot search for each case. Instead of searching every article for every question, a mapping rule matches cases by their details, such as their brand or ticket tags, and limits the search to articles with the knowledge tags you choose. This makes answers more accurate, and keeps content for one brand, product, or team out of answers for another.

To open it, go to Configure > Knowledge and select the Knowledge mapping tab.

How knowledge mapping works

• Each rule has one or more case matching conditions and one or more knowledge tags.
• When a case matches a rule, AI agents and Copilot search only the articles with that rule’s knowledge tags.
• When a case matches more than one rule, the knowledge tags from all the matching rules are combined, so the case can use every article those rules allow.
• Articles marked global are always available, whatever your rules say. To make an article global, see Edit an article.

When to use knowledge mapping

Use knowledge mapping when parts of your knowledge base should only be used for some cases, for example when it has:

• Sections for different brands in your company.
• Sections for certain business units, products, or specialized queues.
• Content with different levels of detail for different support tiers. To map knowledge by support tier, contact our team.

Where knowledge tags come from

When Assembled syncs articles from your knowledge base, it tags them from fields in your knowledge source, not only from labels you’ve added. These tags exist only in Assembled and don’t change anything in your knowledge source.

For your Zendesk help center, you choose which fields become tags in the Zendesk integration’s settings, under AI agents and Copilot: auto tag articles > Fields to tag. For each field and the tags it adds, see Tag help center articles automatically. For other knowledge sources, see the article for your integration, such as Confluence integration.

Create a mapping rule

1. Go to Configure > Knowledge and select the Knowledge mapping tab.
2. Select Create new mapping rule.
3. Enter a Mapping rule name.
4. Under Case matching rule(s), choose a Ticket property, such as Brand or Ticket Tag, then a Matching method and the value to match.
5. Under Knowledge tag filters, choose one or more Knowledge tags. Cases that match the rule are answered from articles with these tags.
6. Select Save mapping rule.

The rule appears under Knowledge mapping rules, with its conditions in When case matches and its tags in Filter knowledge by. To change or remove a rule, select the menu next to its name, then Edit or Delete.

For Zendesk cases, you can match on Group, Ticket Tag, Ticket Title, Ticket Description, Brand, Organization, Status, Previous Status, Requester Email, Requester ID, Via Channel, and Ticket ID.

Combine conditions in a rule

To match on more than one ticket property, select Add rule under Case matching rule(s). Then choose how the conditions combine:

• Or: a case that matches any of the conditions uses the rule. Use it to share content across several kinds of case.
• And: a case must match all of the conditions. Use it to restrict content to a narrow set of cases.

For example: to use your B2B articles for tickets from either B2B Brand A or B2B Brand B, create a rule with two Brand conditions joined by Or. To use your B2B partnership articles only for tickets tagged both B2B and Partner, create a second rule with two Ticket Tag conditions joined by And.