Managing external knowledge connections

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<p id="docs-hc-snippet" style="display: none;">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.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can manage external knowledge connections by checking connection details, setting viewer permissions for signed-in users, agents and admins, or custom user segments, resyncing content on demand, and removing connections when you no longer need them. This helps you control who sees external content, keep synced knowledge up to date, and clean up unused content sources.</p>
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<p class="p">Once you've <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9822956298010" target="_blank">created a knowledge connection</a>, you can view
information about the connection, set viewer permissions for content, and manually
resync or remove the connection. </p>
<div class="p">This article contains the following topics:<ul class="ul" id="topic_c3s_fft_wgc__ul_srg_2lb_xgc">
<li class="li"><a class="xref" href="#topic_cvp_glb_xgc">Viewing connection details</a></li>
<li class="li"><a class="xref" href="#topic_z5f_xts_ygc">Managing viewer permissions for content</a></li>
<li class="li"><a class="xref" href="#topic_x2c_xlb_xgc">Manually resyncing content</a></li>
<li class="li"><a class="xref" href="#topic_c5b_bmb_xgc">Removing a connection</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_cvp_glb_xgc">
<h2 class="title topictitle2" id="ariaid-title2">Viewing connection details</h2>
<div class="body">
<p class="p">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. </p>
<div class="p">
<strong class="ph b">To view connection details</strong><ol class="ol" id="topic_cvp_glb_xgc__ol_gbz_kwb_xgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank">Knowledge admin</a>, click <strong class="ph b">Manage articles</strong>
(<img class="image" id="topic_cvp_glb_xgc__d8e24" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_icon_manage_articles.png">) in the sidebar.</span></li>
<li class="li">Click <strong class="ph b">External content &gt; Connections</strong>.</li>
<li class="li">Click the options menu (<img class="image" id="topic_cvp_glb_xgc__image_jbz_kwb_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_options_icon.png">) on the row for the connection you want to
manage, then select <strong class="ph b">Manage</strong>.<p class="p"><img class="image" id="topic_cvp_glb_xgc__image_kbz_kwb_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-connector-manage.jpg" width="375"></p>
</li>
<li class="li">View details about the connection:<ul class="ul" id="topic_cvp_glb_xgc__ul_qbb_gyb_xgc">
<li class="li">
<strong class="ph b">Created</strong>: When the connection was created</li>
<li class="li">
<strong class="ph b">Connected by</strong>: Name of the Knowledge admin who created the
connection</li>
<li class="li">
<strong class="ph b">Items</strong>: Number of synced pages in the connection</li>
<li class="li">
<strong class="ph b">Status</strong>: Sync status</li>
<li class="li">
<strong class="ph b">Last synced</strong>: When the last sync occurred. Syncs are
automatically performed every 24 hours, though they can also be
<a class="xref" href="#topic_x2c_xlb_xgc">triggered
manually</a>
</li>
</ul>
<p class="p"><img class="image" id="topic_cvp_glb_xgc__image_adk_syb_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-connector-gen-viewdetails.jpg" width="450"></p>
</li>
</ol>
</div>
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</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_z5f_xts_ygc">
<h2 class="title topictitle2" id="ariaid-title3">Managing viewer permissions for content</h2>
<div class="body">
<p class="p" dir="ltr">You can set the viewer permissions for who can view connected content in
your Zendesk workflows.</p>
<div class="p" dir="ltr">
<strong class="ph b">To manage viewer permissions for content</strong><ol class="ol" id="topic_z5f_xts_ygc__ol_csl_zts_ygc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank">Knowledge admin</a>, click <strong class="ph b">Manage articles</strong>
(<img class="image" id="topic_z5f_xts_ygc__d8e24" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_icon_manage_articles.png">) in the sidebar.</span></li>
<li class="li">Click <strong class="ph b">External content &gt; Connections</strong>.</li>
<li class="li">Click the options menu (<img class="image" id="topic_z5f_xts_ygc__image_jnn_15s_ygc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_options_icon.png">) on the row for the connection you want to
manage, then select <strong class="ph b">Manage</strong>.</li>
<li class="li">Under <strong class="ph b">Viewing permissions</strong>, select one of the following options to
determine which <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408837707290" target="_blank">user segments</a> can view content
from this space:<ul class="ul" id="topic_z5f_xts_ygc__ul_kng_tct_pbc">
<li class="li">
<strong class="ph b">Only visible to selected user segments</strong>: Select up to 10 user
segments from any of the following (an Enterprise plan is required
to select multiple user segments):<ul class="ul" id="topic_z5f_xts_ygc__ul_lng_tct_pbc">
<li class="li">
<strong class="ph b">Signed-in users</strong>: Includes internal and external users
who create an account and sign in to your help center. </li>
<li class="li">
<strong class="ph b">Agents and admins</strong>: Includes team members only, so
that you can create content that is internal-only. <div class="note" id="topic_z5f_xts_ygc__note_mng_tct_pbc">
<span class="notetitle">Note:</span> Light agents are included in this
segment. For a list of light agent permissions, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846501402" target="_blank">Understanding and
setting light agent permissions</a>.</div>
</li>
<li class="li">
<strong class="ph b">Custom user segment</strong>: Allows you to restrict viewing
access to specific users based on tags, organizations, or
groups by applying user segments. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408837707290" target="_blank">Creating user segments to
restrict access</a>.</li>
</ul>
</li>
<li class="li">
<strong class="ph b">Visible to everyone</strong>: Includes anyone who visits your help
center and does not require sign in. To make content visible to AI
agents, you must select this option.</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_x2c_xlb_xgc">
<h2 class="title topictitle2" id="ariaid-title4">Manually resyncing content</h2>
<div class="body">
<p class="p">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. </p>
<div class="p">
<strong class="ph b">To manually resync content</strong><ol class="ol" id="topic_x2c_xlb_xgc__ol_lxk_5d5_wgc">
<li class="li">On the Connections page, click the options menu (<img class="image" id="topic_x2c_xlb_xgc__image_z13_4lb_q3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_options_icon.png">) for the connection you want to sync.</li>
<li class="li">Select <strong class="ph b">Sync again</strong>.<p class="p"><img class="image" id="topic_x2c_xlb_xgc__image_p4z_4l5_wgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-connect-gen-syncagain.jpg" width="375"></p>
<div class="p">The connection syncs
immediately, and the Last synced column is updated with the most recent
sync time.<div class="note" id="topic_x2c_xlb_xgc__note_ghl_ry2_wjc">
<span class="notetitle">Note:</span> For Contentful connections, recent
changes made in your Contentful account may take up to 6 hours to
appear.</div>
</div>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_c5b_bmb_xgc">
<h2 class="title topictitle2" id="ariaid-title5">Removing a connection</h2>
<div class="body">
<p class="p">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. </p>
<p class="p">When you remove a connection, the related content is no longer available <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9822956298010" target="_blank">wherever external content is used</a>. </p>
<div class="p">
<strong class="ph b">To remove a connection</strong><ol class="ol" id="topic_c5b_bmb_xgc__ol_avd_g25_wgc">
<li class="li">On the Connections page, click the options menu (<img class="image" id="topic_c5b_bmb_xgc__image_ugj_qlb_q3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_options_icon.png">) for the connection you want to remove.</li>
<li class="li">Select<strong class="ph b"> Remove connection</strong>.<p class="p"><img class="image" id="topic_c5b_bmb_xgc__image_jz1_zl5_wgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-connect-gen-removecx.jpg" width="375"></p>
</li>
<li class="li">Review the message, then click <strong class="ph b">Remove</strong>.<p class="p">The connection is removed
from the Connection list, and is no longer available as an external
content source.</p>
</li>
</ol>
</div>
</div>
</div>
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