Knowledge entries

Use a knowledge entry for a short fact that colleagues should be able to find again: support hours, a return window, or the owner of a process. Each entry has a topic and a body. Choose a document when the source is a whole policy or report, and structured data when named fields and exact values matter.

Members can read entries. Creating, editing, and deleting them requires the Editor role or higher. Entries belong to the organization's shared knowledge; do not use one for a personal note or a fact intended only for a particular project.

Add a fact

1. 1

   Open the entry form

   Go to Knowledge > Knowledge entries and click Add entry. If the action is missing, ask an administrator to check your role.

2. 2

   Give the fact a stable topic

   Enter a Topic such as Support response target. Use a name you would keep even if the answer changes. The topic can contain up to 120 characters and must be unique; edit the existing entry when Tale reports a duplicate.

3. 3

   Write enough context to use the answer

   In Content, state the fact, its scope, and any conditions. Markdown is supported, up to 8,000 characters. For example:

   markdown

   Support aims to send a first response within 45 minutes during business
   hours: Monday–Friday, 09:00–17:00 CET. This is a response target, not a
   resolution deadline. Owner: Support Operations.

   Avoid relative dates such as “next Friday” or references such as “the policy above.” An entry needs to make sense when retrieved on its own.

4. 4

   Save and check indexing

   Click Save. The entry appears in the table with its topic, content, source (Manual for the form, Chat for a fact the assistant captured, API for one an integration wrote over REST), indexing status, and update time. Open it to read the full content. Indexing happens in the background; saving the row does not mean search is already using it.

Correct an existing fact

Open the entry's row menu, choose Edit, change the content, and Save. Editing creates a new current version and queues its updated text for indexing. There is one current entry per topic, so correcting the existing fact avoids competing answers.

Open the entry's details to inspect Version history after a correction. Previous versions record what changed and when they were replaced; they are not additional current facts. The Version ID shown in the details belongs to the current version and changes with every edit; the topic identifies the entry across versions. An application can also create or update entries through the REST API.

Remove an obsolete entry

Use Delete in its row menu and read the confirmation. Deletion removes the entry and its version chain from this view and makes its backing document unavailable to knowledge retrieval. Keep a copy before deleting if you still need the text; use Edit for a correction instead.

If the fact is missing from an answer

Check the current entry before changing the prompt. Has it been saved, is its indexing complete, and does the question use a clear topic? If indexing failed, use the retry control after resolving the reported cause. Repeated failures need an administrator to check the organization's embedding configuration and indexing services.

Ask the assistant to cite the source, then open that source and compare it with the entry. A plausible answer alone does not establish that the latest fact was used. Documents explains the shared indexing states in more detail.