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Once Knowledge is in place, most of the work is housekeeping: controlling where a fact applies, who can change it, and what happens when something is removed.

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Scoping

Some workspaces can scope Knowledge to listings, entities, or other business objects. Use scoping when a fact should only apply to a specific property, customer group, product, or operational category. A scoped page is the right tool when a global page is correct almost everywhere and one location needs an exception. Rather than duplicating the whole policy, scope a short page to the exception and let it reference the global source page.
Do not duplicate the same policy at global and scoped levels unless the scoped version intentionally overrides the global one. Two versions of the same fact is the most common cause of inconsistent agent answers.

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Permissions

Users need Knowledge management permission to create, move, sync, delete, or permanently remove Knowledge. Without it, they can read Knowledge but not change the tree.

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Details And Versions

The file info panel shows details and version history for a Knowledge item. Use version history to see how a page changed over time and to confirm whether a recent answer was based on the current wording.

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Deleting Versus Removing A Source

These two actions look similar and behave very differently.

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Keeping Knowledge Healthy

  • Review Knowledge after policy changes, integration changes, or listing updates.
  • Retire pages that no longer reflect current practice instead of leaving them alongside the correct version.
  • Watch for pages that drifted into tone, escalation rules, or tool instructions, and move that content to Persona, Guardrails, or Skills.

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Frequently Asked Questions

Yes, a deleted page or folder can be restored from Trash while it is retained. Removing a source from the Sources view is different and cannot be undone.
Users with Knowledge management permission. Everyone else can read Knowledge but cannot create, move, sync, or delete items.
No. Keep one global source page and scope a short page to the local exception. Duplicating the full policy is the most common cause of inconsistent answers.
Scope where the content lives rather than relying on a conversation tag. Tags control whether the agent answers, not what it can read.