Overview

Who needs what?

What is a knowledge source?

A knowledge source is a single usable knowledge entry in the AI Wiki. It can be created in three ways:

• Manually created articles are suited to content that should be deliberately worded and professionally reviewed. This includes work instructions, frequently asked questions, process descriptions, internal guidelines or binding wording.
• Website content is suited to existing content that should be used regularly, for example from help centres, documentation sites or public information pages.
• Files are suited to existing documents, for example PDF documents, work instructions or specialist material.

How websites and files are connected is described on the page Connect websites and files.

Structuring content

Knowledge in the AI Wiki is not just stored, it is also categorised. Groups and classifications are used for this.

Groups form the thematic structure. They make content easier to find and bundle related information. A new group is created via "Add new group". You can set the Group name, Parent group, Classification and Visible to teams.

Classifications describe the type of content:

• An FAQ answers a specific recurring question.
• A Work instruction describes an operational procedure.
• A Document contains background information or binding rules.
• News inform about current changes and appear on the homepage.
• Other is meant for content that does not clearly fit any of these types.
• Content from websites and files automatically gets the classification Website or File.

Keeping these content types cleanly separated makes the knowledge base easier to review. It also helps AI functions classify the content.

Creating and editing articles

A new article is created in the Wiki via "New content" → "Add article".

The following fields are available:

• Parent group, Classification and Article name (required)
• Short description and Tags
• Visible to teams: restricts the article to specific teams. Empty means: visible to all teams.
• Make knowledge publicly available: see Visibility for AI functions
• Text: the actual content. Images and videos can also be inserted in the editor.

For News, the fields "Publish at" and "Archive at" are added. This way, news appear on the homepage at a set time and disappear again automatically.

"Preview" lets you check the article in advance, "Save and publish" makes it available.

Existing articles can be edited, archived, restored or deleted. Content from website or file sources can be turned into an article of its own with "Copy as article" and edited there.

Images and videos

Media are useful when they make a point easier to understand, for example form examples, process diagrams or screenshots of certain states.

Media should complement the text, not replace it. AI functions mainly process the text. Critical information should therefore always be in the article text as well, and not only in a screenshot or video.

Visibility for AI functions

Two settings control who and what may use a piece of content: "Make knowledge publicly available" and "Visible to teams".

A team restriction also applies when it is set on the group, and regardless of whether the content is publicly available.

Publicly available knowledge can directly influence the results of AI functions. Only content that is reviewed, up to date and clearly worded should therefore be made available. Content that is confidential, outdated, incomplete or ambiguous should not be made available.

Effect on AI functions

enneo draws on suitable, publicly available content from the AI Wiki to support answer suggestions, chat replies and AI agents. Whether a knowledge source is actually used depends on its content, release, timeliness and relevance, among other things.

The quality of the results therefore depends heavily on the quality of the knowledge base. Unclear wording, contradictory articles or unreviewed website content can lead to inaccurate answers. A well-maintained AI Wiki makes AI-supported processing more transparent and more stable.

Maintenance and responsibility

A good knowledge base is not as large as possible, but reliable. Changes to the AI Wiki affect not only the documentation but also answer suggestions, chat contexts and AI agents.

For articles, check in particular:

• Is the content correct?
• Is the article clearly worded?
• Does the classification fit?
• Is the group well chosen?
• May the content be used for AI functions?

Websites and files have their own checklist.