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Managing Knowledge Folders

Folders are the top-level containers that organize your knowledge collections in ServiceOps AI.

Before creating a knowledge collection or adding sources, you must first create a folder. Think of folders as departments or domains — each folder groups related collections together, making them easier to manage and assign to AI agents.

Accessing Knowledge Collections​

Navigate to Admin > AI > Knowledge Collections. The Knowledge Collections page appears.

The page provides the following options:

  1. Search Bar: Quickly find folders by name or created date.
  2. Filter Options: Toggle between active and archived folders.
  3. View Toggle: Switch between card view (default) and list view.
  4. Create Folder: Opens the dialog to create a new knowledge folder.

Creating a Knowledge Folder​

Click Create Folder. The Create Folder dialog appears.

Enter the following details:

  • Name (Mandatory): Enter a unique, descriptive name. For example, Service Desk or HR Policies.

  • Description (Optional): Briefly describe the folder's purpose. For example, "Contains step-by-step guides for creating incidents and tracking ticket status."

  • Collection Access Level: Controls who can view and use this folder's collections. Choose based on the sensitivity of the content:

    Access LevelWho Can AccessWhen to Use
    PublicAll usersGeneral-purpose knowledge with no sensitivity (e.g., FAQs, how-to guides)
    PrivateOnly users with explicit permissionInternal policies or restricted documentation
    RestrictedSpecific user groups and individual users you defineSensitive content scoped to a team or department

    If you select Restricted, define access using one or more of the following:

    OptionWho Gets Access
    User Group Access LevelAll users belonging to the selected user groups
    User Access LevelSpecific individual users you select
    CompanyAll users belonging to the selected company. Only those company users will be able to view the folder.

Click Create to save the folder. It appears in the list immediately.

Managing Existing Folders​

Each folder card provides a three-dot menu with the following actions:

  • Edit: Update the folder name, description, or access level.
  • Archive: Hides the folder from active use. Archived folders can be restored later and are not permanently deleted.
note

Archiving a folder also makes its collections unavailable to AI agents. Use this when a folder is temporarily out of scope, not when you want to delete it permanently.

Accessing Archived Folders​

To manage archived folders, select the Archive filter on the main Knowledge Collections page.

From the three-dot menu on an archived folder:

  • Restore: Returns the folder to the active list.
  • Delete: Permanently removes the folder and all its collections. This action cannot be undone.

Next Step​

Once a folder is created, add knowledge collections to it. See Creating a Knowledge Collection.