Basic Concepts
- sneha.tripathi
This article provides an overview of the basic concepts of Luma Knowledge:
Knowledge Artifact: An Artifact is the basic building block of Luma Knowledge. Every piece of information added to the system is called Knowledge Artifact. It is the source of knowledge shared within the organization or with the external world. In Luma Knowledge, Artifacts can be created from existing Knowledge in your organization in form of documented processes, SoPs, frequently asked questions, End-user ticket logs, or experience of solving a problem. The Artifact content is used to generate Metadata that enables the system to find suitable information for end user’s search requests.
User Permissions and Roles: Access to artifacts available in Luma Knowledge is governed by various access permissions in the system. Different user roles provide different levels of authority to users.
Following are the permission levels available in Luma Knowledge:
User Type | Description |
|---|---|
Curator | Knowledge Curator is the author of Knowledge in Luma knowledge. They create, review, manage and publish the Knowledge Artrifacts in the system. Curators are responsible to keep Knowledge Base upto date. Based on end-user feedback, they update artifact content or remove obsolete artifacts. |
Administrator | Administrator is responsible for configuration of the system as per the organisation’s requirement. They manage tenant configurations, integrations, data sync and other settings to ensure that Knowledge is effectively used and accessible to employees and users through all supported mediums. |
End users | End users are the consumers of the knowledge. They search and view knowledge through Search Widget, Luma Virtual Agent or other integrated 3rd party systems. They also provide feedback on the artifact content which is used keep knowledge up to date. |
Knowledge store: Knowledge Store is the repository of Knowledge available in Luma Knowledge. Every Artifact, created manually or using the predefined Templates, is listed here. This section is also used by the curator to review, manage and publish the artifacts.
Knowledge Graph: ‘Knowledge graph’ is the visual representation of the artifacts and their relationships in Luma knowledge. Knowledge Artifacts is classified under ‘Domains’ and ‘Topics’. These categories enable the system to identify relevant information or guide the user to locate the most appropriate Artifact for a user query. The Curator and Administrator can easily navigate through the available knowledge artifacts to manage categorization and user permissions.
Domain: Domain in Luma Knowledge is the very first level of categorization applicable to the Knowledge Artifact. The domains in Luma Knowledge represent the functional division in your Organization. These can be based on departments, business units, geographical regions, teams or any other classification your organization deem fit. For example, Finance, Human Resources, Networks, IT, Hardware, etc.
Domains can also be used to manage user permissions on artifacts. Every Artifact added in Luma Knowledge is mapped to a Domain. Artifacts can be grouped under a Domain to enable access to only a specific team, department, or set of users.
Topics: Topics are nodes or categories created under Domains. These can be products, services, projects, or sub-teams under a domain. Topics are created in a parent-child relationship with each other and build the required Hierarchy in Knowledge Graph. For example, On-Premise Servers → Windows → Windows Server 2019 is the Topic Hierarchy under the Hardware domain.
The topic is also mandatory metadata for a Knowledge Artifact. The Artifacts must be directly linked under a Topic in the Knowledge graph so that they can be published and is searchable by end-users.