Managing external knowledge connections

Once you'vecreated a knowledge connection, you can view information about the connection, set viewer permissions for content, and manually resync or remove the connection.


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Summary: ◀▼
You can manage an external knowledge connection by checking sync status, created-by details, and last sync time, setting viewer permissions for signed-in users, agents and admins, or custom user segments, manually resyncing content, and removing a connection when you no longer need it. Auto-sync runs every 24 hours, and removing a connection also removes its content from places where external content is used.




Once you've created a knowledge connection, you can view
information about the connection, set viewer permissions for content, and manually
resync or remove the connection.
This article contains the following topics:
Viewing connection details
Managing viewer permissions for content
Manually resyncing content
Removing a connection




Viewing connection details

You can use the information panel to view information about the connection, when it
was created and by whom, and when it was last synced.

To view connection details
In Knowledge admin, click Manage articles
( ) in the sidebar.
Click External content > Connections.
Click the options menu ( ) on the row for the connection you want to
manage, then select Manage.

View details about the connection:

Created: When the connection was created

Connected by: Name of the Knowledge admin who created the
connection

Items: Number of synced pages in the connection

Status: Sync status

Last synced: When the last sync occurred. Syncs are
automatically performed every 24 hours, though they can also be
triggered
manually









Managing viewer permissions for content

You can set the viewer permissions for who can view connected content in
your Zendesk workflows.

To manage viewer permissions for content
In Knowledge admin, click Manage articles
( ) in the sidebar.
Click External content > Connections.
Click the options menu ( ) on the row for the connection you want to
manage, then select Manage.
Under Viewing permissions, select one of the following options to
determine which user segments can view content
from this space:

Only visible to selected user segments: Select up to 10 user
segments from any of the following (an Enterprise plan is required
to select multiple user segments):

Signed-in users: Includes internal and external users
who create an account and sign in to your help center.

Agents and admins: Includes team members only, so
that you can create content that is internal-only.
Note: Light agents are included in this
segment. For a list of light agent permissions, see
Understanding and
setting light agent permissions.


Custom user segment: Allows you to restrict viewing
access to specific users based on tags, organizations, or
groups by applying user segments. See Creating user segments to
restrict access.



Visible to everyone: Includes anyone who visits your help
center and does not require sign in.


Click Save.





Manually resyncing content

When you connect an external content source, a sync process runs every 24 hours to
update new or changed content. However, you can also manually resync content to
trigger a sync process at any time.

To manually resync content
On the Connections page, click the options menu ( ) for the connection you want to sync.
Select Sync again.
The connection syncs
immediately, and the Last synced column is updated with the most recent
sync time.
Note: For Contentful connections, recent
changes made in your Contentful account may take up to 6 hours to
appear.







Removing a connection

You can remove a connection if you no longer want to sync its content. If you remove
a connection, all content within that connection will be removed.
When you remove a connection, the related content is no longer available wherever external content is used.

To remove a connection
On the Connections page, click the options menu ( ) for the connection you want to remove.
Select Remove connection.

Review the message, then click Remove. The connection is removed
from the Connection list, and is no longer available as an external
content source.





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