Knowledge Access Agent Configuration
 |
Knowledge Access Agent is a pre-release feature. Contact Support or your Account representative to obtain access to the feature.
|
You can configure the Knowledge Access Agent to control how ServiceMax AI uses documents to answer user questions. This configuration defines the following:
• Who can access Knowledge Access
• Which documents the AI can search
• How documents relate to products
• When the agent is active
These settings help ensure that ServiceMax AI returns accurate and relevant information.
You complete Knowledge Access configuration by working through the following related tasks:
• Enable user access to specify which users or profiles can use Knowledge Access. This step limits document‑based AI responses to authorized users only.
• Add external document sources to make documents available to ServiceMax AI from supported repositories such as Salesforce, OneDrive, or SharePoint. This step defines where the AI can retrieve content.
• Connect external document sources to establish and manage connections between ServiceMax AI and external repositories. Connected sources allow documents to remain accessible for AI processing.
• Associate products with documents to define which products each document applies to. ServiceMax AI processes and uses documents only after you associate them with products.
• Add applicability tags to refine document relevance by tagging documents at the product family or product line level. These tags help ServiceMax AI return documents that match the user’s product context.
• Remove applicability tags when documents no longer apply to a product family or product line. This helps keep AI responses accurate as product scope changes.
• Delete documents to remove outdated or irrelevant content from ServiceMax AI. Deleted documents no longer appear in AI responses.
• Enable Knowledge Access to activate the Knowledge Access Agent. Until you enable this setting, ServiceMax AI does not retrieve or reference documents when responding to users.
After you complete these tasks, the Knowledge Access Agent becomes available to ServiceMax AI features such as AI Chat and AI Actions. The agent uses the access rules, document sources, product associations, and applicability settings you define to deliver consistent and relevant AI responses.