<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p><strong>In this guide we will cover:</strong></p><p><strong>- Enable Document Based Knowledge Articles</strong></p><p><strong>- Create Document based Knowledge Articles</strong></p><p data-pasted="true"><strong>- Searching on Document Articles</strong></p><p><strong>- Updating Document Articles</strong></p><p><br></p><p><br></p><p><strong>Configuration Setting Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/1844/" target="_blank" rel="noopener noreferrer"><strong>Knowledge Base</strong></a></li></ul><p><br></p><p><br></p><p>Knowledge Base Articles in Halo can be created by uploading a document/file to the knowledge base. The contents of this document will then be scanned and its body used to create a 'Document' knowledge base article. The contents of these articles can also be used in conjunction with AI knowledge search, allowing the content in the uploaded documents to be read by AI and used to return search results. </p><p><br></p><p>Documents of the following types can be uploaded to the knowledge base to create an article: </p><ul><li data-pasted="true">.doc </li><li>.docx</li><li>.xls</li><li>.xlsx </li><li>.xlsm </li><li>.ppt</li><li>.pptx</li><li>.pptm</li></ul><p><br></p><p><strong><span style="font-size: 14pt;">Enable Document Based Knowledge Articles</span></strong></p><p>To enable the use of document based knowledge base articles head to Configuration > Knowledge Base, here enable "Allow option of document-based knowledge base Article".</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY0ZTQxMTEyLWYxMGQtNGRjMC05ZjEwLTdkMmE4OTEyMjM3OSJ9.mFJMOVPfNVBl1PBMAKOzv4QKaOaqiUeB2MRhyIuhnwc" class="fr-fic fr-fil fr-dib" width="628" style="width: 630px; height: 416.756px;" height="417"></p><p><strong><span style="font-size: 10pt;">Fig 1. Allow option of document-based knowledge base Article</span></strong></p><p><br></p><p>You will also need to ensure your instance attachment storage location is set to use "Amazon S3". This setting is found under Configuration > Advanced Settings. </p><p data-pasted="true">If this is not the chosen storage location, you will still be able to upload files to the knowledge base, but the content in the file will not be extracted. Restricting how the article can be searched.</p><p><br></p><p>You must also have "Allow Microsoft Office files to be viewed in the browser" enabled, else the article will only show as an attachment.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNjOWJjNzE5LTU5NTctNDJhZi1hZWQ2LWMwNTUxYWUyYTJmMiJ9.GpCJlZoDnj9j7hcdx5Yp9G9t5tKCVmbb3u6kd9pahA0" class="fr-fic fr-fil fr-dib" width="463" height="438"></p><p><strong><span style="font-size: 10pt;">Fig 2. Attachment Storage Location</span></strong></p><p><br></p><p>Now you will have the option to choose the "Document" article type when creating a knowledge base article. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM4MWZhYWU5LWIyZjktNDZlYS1iMTA5LWEyZDc0OTllZWE1NSJ9.1JRGWVF6tEqBH1hA_SqY361bPgbbRNehPOZdSkMoNAg" class="fr-fic fr-fil fr-dib" width="970" style="width: 972px; height: 333.208px;" height="333"></p><p><strong><span style="font-size: 10pt;">Fig 3. Document Article Type</span></strong></p><p><br></p><p>For hosted customers, enabling "document-based knowledge base articles" will add the "Knowledge base" module to the Halo Integrator schedule in the background. Therefore, you may notice this as a new integration on your Integrator's schedule, no further configuration needs to be done. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIxMGVkMWVmLWQ3NzMtNGQzYS1iZGEwLWZmNzYyZWMxNzBlYiJ9.p4BvEpTcNbe7DtX1eS2SgfUj-NreNRQaNV7O7jyUAPY" class="fr-fic fr-fil fr-dib" width="672" height="422"></p><p><strong><span style="font-size: 10pt;">Fig 4. Knowledge base module enabled for the Halo Integrator </span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Additional steps for On-Prem customers</span></strong></p><p>If you host you own Halo instance (On-Prem) you will need to carry out these additional configuration steps:</p><ul><li>Enable the knowledge base module for your On-Prem (DB) Halo integrator.<ul><li>For information on enabling modules for the On-Prem integrator, checkout <a target="_blank" rel="noopener noreferrer" data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1766" data-pasted="true">Halo DB integrator</a>.</li></ul></li><li>File scanning needs to be enabled.</li></ul><p><br></p><p><strong><span style="font-size: 14pt;">Create Document based Knowledge Articles</span></strong></p><p>To create a new KB article from a document simply create a new article with the "Article Type" "Document", then add the document that you would like to create the article with as an attachment. The article will need a title. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJmNDY1ZTUwLTc2YmUtNDY0Yi05MDRkLWUzYWJjNGQ1ZWQ3NCJ9.mCnflMirqiL6RAmlXwF4KaddvAVnJjeaoavjqu-bwHA" class="fr-fic fr-fil fr-dib" width="1488" style="width: 1490px; height: 604.673px;" height="605"></p><p><strong><span style="font-size: 10pt;">Fig 5. New Document Based Knowledge Article </span></strong></p><p><br></p><p>Only one attachment can be added per knowledge base article. </p><p><br></p><p><strong><em>Note: You are not able to create articles using documents when using the article draft functionality. </em></strong></p><p><br></p><p>Upon saving the contents of the document will be rendered onto the article, allowing users/agents to read the contents of the document without needing to open the attachment. The attachment (document) will still be available against the article for downloads. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE4MmU5OWJmLThjMjEtNGVjOC05MmZiLTQ2NmQzZTY4Y2I4OSJ9.rfsBGF0nOXIDFfwZRNAU-ALH6d-dLy99Gg-uoo6oy3o" class="fr-fic fr-fil fr-dib" width="1381" style="width: 1383px; height: 689.984px;" height="690"></p><p><strong><span style="font-size: 10pt;">Fig 6. Document Article </span></strong></p><p><br></p><p><span style="color: rgb(0, 0, 0);">For the document to become fully embedded into the article you will need to wait for the Halo integrator to run for the Knowledge Base module. The Halo integrator will run once a day to scan all document articles, it will extract the contents of the document and upload it to the description field of the article. At this point the article description will be searchable. The article can then also be leveraged in <a href="https://usehalo.com/haloitsm/guides/2125" target="_blank" rel="noopener noreferrer">AI search</a> and <a href="https://usehalo.com/haloitsm/guides/2386" target="_blank" rel="noopener noreferrer">AI article suggestion</a> functionalities, if in use. </span></p><p><br></p><p><strong><span style="font-size: 14pt;">Searching on Document Articles</span></strong></p><p><strong><span style="font-size: 12pt;">Standard Search</span></strong></p><p>When searching for articles in the knowledge base using standard search the title, descriptions and resolution (if enabled) of articles are checked to return search results. </p><p><br></p><p>Document articles will not have a description until after the Halo integrator runs. Therefore, until this runs, they only the article title will be used to return search results.</p><p><br></p><p><strong><span style="font-size: 12pt;">AI Search</span></strong></p><p>Document articles can also be included in AI knowledge search functionality. AI knowledge search enhances search by leveraging AI. The search delivers more accurate results by analysing the context and underlying concepts of the content, rather than relying solely on keyword matching. AI search requires additional setup, for more information on AI search checkout <a target="_blank" rel="noopener noreferrer" data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2125" data-pasted="true">Improve Search Using AI</a>. </p><p><br></p><p>Document articles will only be able to be used with AI search functionality after the Halo integrator has run for the Knowledge Base. </p><p data-pasted="true"><br></p><p><strong><span style="font-size: 14pt;">Updating Document Articles</span></strong></p><p><span style="font-size: 11pt;">Document article types can be edited by editing the article, removing the file the article was generated from, and uploading the new file. The contents of the new file will then be rendered onto the KB article, replacing the old contents. </span></p><p><br></p><p>If you are using article versioning, a new version of the article will need to be created, the updated file can then be uploaded to the new version of the article. </p>
