Introduction:
To automatically import articles from TOPdesk, you provide your TOPdesk details, and we synchronize the articles every night or you can manually synchronize them. This article explains how TOPdesk can be synchronized.
Table of Contents:
- Step-by-Step Guide
- Maintaining the Knowledge Base
- Creating Knowledge Base Articles
Step-by-Step Guide:
- Step 1: First, we need to generate an "application password" via TOPdesk. To synchronize the knowledge base from TOPdesk to Bots, it's important to note that the credentials used for synchronization are an "application password" generated in TOPdesk.
We need this password for the TOPdesk Configuration in Bots. You can find the TOPdesk configuration on the left under Integrate.
- Step 2: This "application password" can be generated in TOPdesk via Open user menu -> Settings and then Add application passwords.
Note! These passwords have an expiration date; make sure to keep an eye on that! Use the generated application password in OBI Bots and synchronize the knowledge base.
Step 3: The content needs to be maintained in TOPdesk itself. The integration daily imports new content from TOPdesk or overwrites existing content. The Published or Unpublished status of the imported content remains intact.
Maintaining the Knowledge Base:
Once you have synchronized the knowledge base, it's important to manage the content within TOPdesk. There's also an option to create a knowledge base article within the OBI Bots platform.
-
Step 1: If an article is created within the OBI Bots platform, you can synchronize it with TOPdesk using the Sync TOPdesk button on the Integrate or Knowledge page.
- Step 2: This button only activates synchronization from OBI Bots to TOPdesk. Synchronizing articles from TOPdesk to OBI Bots happens automatically every night or manually by clicking 'Sync TOPdesk.'
Managing Knowledge Articles in TOPdesk:
- Step 1: Users can create and manage knowledge articles in TOPdesk via the Dashboard through the TOPdesk menu.
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Step 2: Knowledge articles can be edited via the Explorer menu.
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Step 3: When these knowledge articles are synchronized with Bots, the structure and order need to be the same. For example, the IT homepage falls under the IT category in Bots.
- Step 4: Knowledge articles from TOPdesk will synchronize with the following information:
|
BOTS |
TOPDESK |
| Title | Title |
| Category | Section |
| Keywords | Keywords |
| Body | Content |
TOPdesk >< TOPdesk
Bots > < Bots
- Step 5: This is how the knowledge article will be displayed in the chat widget.