Upload a maintainable document and make its approved information available to the Agent This guide keeps the work focused on Knowledge documents and provides a repeatable path that a new Humind user can follow without changing unrelated configuration.

Knowledge is the source of business information that the Agent and Helpdesk can use. Articles, snippets, documents, webpages, and folders have different maintenance needs. Public visibility, publication status, active dates, translations, and Helpdesk eligibility determine where a source can appear, so content quality includes both writing and lifecycle settings.

Before you begin

Access: Knowledge write access is required. Ask the content owner before uploading controlled or sensitive material.

• Use a supported, readable document with a clear owner.
• Remove customer personal information and obsolete versions.
• Choose the Knowledge folder that should own the source.

Work in the smallest owning area described below and keep the current customer-facing state available while you prepare the change. Before clicking any final action, confirm the active company, Agent, store, language, and market shown in Humind. A missing control can indicate read-only access or a capability that is not configured for this company. In that case, record the intended task and ask an administrator to review the exact permission or dependency. Do not bypass the boundary by sharing an account, copying data into another area, or promising a capability that the workspace does not expose.

Step-by-step workflow

1. Confirm the scope and current state

   Open Knowledge and inspect the destination folder for an existing source that already covers the same information.

   • Confirm the active company and Agent before editing.
   • Record the current state so the result can be compared after the change.
   • Stop if the screen or permission does not match the intended task.

2. Prepare the change

   Add the document, use a recognizable title, and set the visibility and lifecycle appropriate to its audience.

   • Use the smallest change that completes the customer task.
   • Keep authoritative information in its owning source.
   • Review labels, dates, language, and customer-visible wording before saving.

3. Save and allow required processing to finish

   Save the source and wait until its processing or indexing state is complete before judging Agent behavior.

   • Wait for the interface to confirm that the change is saved.
   • If synchronization, indexing, or publication is required, wait for its final state.
   • Reload the area and confirm the saved values persist.

4. Test the complete customer journey

   Ask the Agent questions that require different sections of the document, including one question the document does not answer.

   • Use a fresh session and a realistic customer scenario.
   • Check desktop and mobile when the result appears on a storefront.
   • Capture the exact failing step if the outcome differs from the expectation.

Important limits and operating notes

• A successful save confirms persistence, not every downstream synchronization or public update.
• Workspace permissions can hide an area or allow reading without allowing changes.
• Do not copy volatile catalog, account, or customer facts into narrative content as a workaround.
• Test only supported capabilities that are visible and configured for the current company.
• Keep changes in Knowledge documents separate from unrelated Agent, Knowledge, catalog, Inbox, or Helpdesk work.

Verify the result

• The document appears once in the intended folder.
• Its title, visibility, lifecycle, and owner are correct.
• Representative questions use the document without inventing missing details.
• A future maintainer can identify which file must be replaced when the source changes.

Keep a short record of what you tested, which customer scenario you used, and what changed. This makes later troubleshooting more precise and helps another teammate reproduce the result without relying on memory.

Troubleshooting

The document cannot be processed

Check that the file is readable, supported, within the accepted size, and not protected in a way that prevents extraction. Try a clean exported copy before changing other Knowledge settings.

The Agent still uses an older version

Search Knowledge for duplicates, confirm which source is authoritative, and replace or retire the obsolete copy safely. Wait for processing before repeating the same test.

Related guides

• how to setup the knowledge
• organize knowledge with folders
• control knowledge visibility lifecycle and helpdesk eligibility
• replace or remove a knowledge source safely