Connected knowledge FAQ

Learn when to use Connected Knowledge, how it differs from Managed Topics, and how to troubleshoot retrieval.

Answers to questions about Connected Knowledge including comparisons with Managed Topics, selection criteria, and troubleshooting retrieval. See Connected Knowledge for full documentation.

What is Connected knowledge and how does it differ from Managed Topics?

Both Connected and Managed Topics live under the Knowledge area in Build, but they serve different purposes:

• Connected knowledge is a fast way to expose external content (websites, PDFs, Zendesk articles) to your agent. It is read-only, synced from external sources, and requires no prompting expertise. However, it cannot trigger actions, flows, SMS, or handoffs.
• Managed Topics are version-controlled, fully editable topics where you control sample questions, content, and actions. They support functions, flows, and all agent behaviors.

For a detailed comparison, see the Connected knowledge introduction.

When should I use Connected knowledge vs. Managed Topics?

Scenario	Recommendation
Large FAQ library from an existing help center	Connected – fast to set up, auto-syncs
Content that changes frequently in an external system	Connected – stays up to date through sync
Topics that need to trigger handoffs, SMS, or functions	Managed Topics – only option for actions
You need control over exactly what the agent says	Managed Topics – you write the utterances
Seasonal or toggleable content	Managed Topics – supports activation/deactivation per environment

Both use RAG for retrieval. If there is a conflict, Managed Topics content takes priority.

If you’re unsure, start with Connected knowledge for general FAQ content and use Managed Topics for anything that requires specific wording or triggers an action.

Why isn't the agent using my Connected knowledge sources?

Several factors can affect retrieval:

• Data structure: Connected knowledge splits content into chunks. Very large or loosely structured documents may struggle with relevance. Restructure into smaller, tighter pieces.
• Sync state: Both the source and the agent must be up to date. Trigger a manual sync if needed.
• Environment and variant: Each source must be enabled in the correct environment and variant.

If a topic is critical, consider curating it as a Managed Topic for guaranteed retrieval.