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  • What is a Knowledge Source?
  • Types of Knowledge Sources
  • Private Knowledge Sources
  • Public Knowledge Sources

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  1. ClearFeed AI

Knowledge Sources

PreviousPersonalize GPT-Powered Answers Name & LogoNextPrivate Knowledge Sources

Last updated 23 days ago

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What is a Knowledge Source?

A knowledge source is a centralized repository of structured information designed to help users find answers and insights efficiently. It typically includes resources like articles, FAQs, troubleshooting guides, and documentation—organized to enable quick self-service access.

Organizations use knowledge sources in two primary ways:

  • Customer Support: To empower users to resolve issues on their own, reducing the need to contact support.

  • Internal Use: To share critical information across teams—such as process documentation, training material, and best practices—ensuring continuity and operational efficiency even when employees switch roles or leave the organization.

Types of Knowledge Sources

Private Knowledge Sources

A private knowledge source is designed for internal use by employees, agents, or support staff. It typically contains:

  • Training materials

  • Standard operating procedures (SOPs)

  • Company policies

  • Other internal documents

Access to private knowledge sources is restricted via permissions to ensure confidentiality and security.

Public Knowledge Sources

A public knowledge source is accessible to anyone without special permissions. It is designed to support customers, users, or clients by providing self-service answers to common queries.

Public knowledge sources often include:

  • Product documentation

  • FAQs and how-to guides

  • Onboarding instructions

  • Troubleshooting resources

These help customers resolve issues independently, reducing ticket volume and increasing user satisfaction.

Learn how to Index Private Knowledge Sources in ClearFeed.
Learn how to configure Public Knowledge Sources in ClearFeed.