Create and publish a Knowledge article
Write a structured article, set public and publication states deliberately, test it, and include it in Helpdesk safely.
Knowledge articles are maintained documents for policies, explanations, and other non-catalog information. The current editor supports a title, excerpt, rich body, headings, lists, links, images, video, tables, dividers, buttons, alignment, and other formatting.
This guide covers the content lifecycle from source ownership to Public or Private and Published or Draft states. It also explains why a Helpdesk republication is required before a changed article appears in a new immutable public snapshot.
How this fits into Humind
Knowledge is the maintained source of non-catalog information used by Humind. Articles, snippets, imported webpages, documents, and external help-center sources have different ownership and visibility rules. Choose a source type that matches how the information will be maintained.
Public, published articles can also be projected into a Helpdesk. Snippets remain operational guidance rather than public Helpdesk pages. Keeping one authoritative source for each policy reduces conflicting answers and makes updates auditable.
Before you start
Access: Knowledge write access is required to create, edit, publish, unpublish, move, or delete an article. Helpdesk publication requires the corresponding Helpdesk administration access.
- Identify the authoritative policy or subject owner.
- Search existing Knowledge sources to prevent duplicate authority.
- Choose the folder, audience, review date, and intended Helpdesk locale before writing.
Step-by-step workflow
Create the article in the correct folder
Open AI Agent, Knowledge, navigate to the intended folder, choose New content, and select Article. Use a specific task or question as the title and write an excerpt that tells readers exactly what the guide helps them do.
If the topic is not public documentation, reconsider whether a private article, snippet, webpage, or document is the better source.
Write for scanning and action
Start with the outcome, then add prerequisites, numbered steps, permissions or caveats, verification, troubleshooting, and related links. Use headings and lists for structure. Add tables or media only when they reduce ambiguity.
Use exact current Humind labels when documenting the product. Do not include private ids, internal endpoints, credentials, speculative features, or screenshots that will immediately become stale.
Set visibility and lifecycle
Open the Knowledge settings panel and choose Public or Private, then Published or Draft. Public controls the audience; Published controls whether the item is active. A public draft is not ready for a live Helpdesk.
Confirm any active-period or Helpdesk-eligibility setting used by the company. Keep the item draft while reviewers are still resolving factual or legal questions.
Review and test the source
Ask the subject owner and an editor to review facts, steps, links, language, and accessibility. Then test representative questions in Playground to see whether the Agent applies the article correctly without conflicting with another source.
Correct the article or conflicting source, not the test prompt. Begin a fresh conversation after publication-state or content changes.
Publish a new Helpdesk version when needed
If the article belongs in a public Helpdesk, review the Helpdesk content projection, collection, title, excerpt, and locale. Publish a new immutable Helpdesk version only when the full selected set is coherent.
The previous Helpdesk version remains an immutable historical snapshot. Do not expect editing Knowledge to retroactively rewrite an older publication.
Permissions and important caveats
- Public and Published are independent settings and both affect customer availability.
- Deleting an article is destructive; unpublish first when review or history is important.
- Rich formatting should support comprehension and accessibility rather than decoration.
- Helpdesk publication snapshots article content, so later Knowledge changes require another publication.
Verify the result
Use this checklist before considering the work complete:
- The title and excerpt accurately describe the outcome and audience.
- The body includes steps, caveats, verification, troubleshooting, and valid internal links where relevant.
- Visibility, publication, active period, folder, and Helpdesk eligibility are intentional.
- The latest Helpdesk snapshot contains the reviewed version in the correct locale and collection.
Troubleshooting
The article is saved but not public
Review Public or Private, Published or Draft, active period, Helpdesk eligibility, projection selection, and locale. Publish a new Helpdesk version after all conditions are correct.
The Agent ignores the article
Confirm it is saved and active in the current company, remove conflicting Knowledge, use a fresh Playground conversation, and ask a question that genuinely matches the article's scope.
An internal link is broken
Use the stable Helpdesk article route and an existing published slug for the same locale. Do not link to a draft, private item, editor URL, or database id.