How to create and manage a Knowledge Graph

Knowledge Graph, our graph-based retrieval-augmented generation (RAG), anchors your generative AI solutions directly in your company's data. By creating a Knowledge Graph filled with trusted data and source materials, you can be confident that your people are getting the correct information.

P.S. Trying to learn how to use Knowledge Graph? See our article here.

In this article:

• Prepare to deploy Knowledge Graph
• How to create a new Knowledge Graph
• How to manually upload files to your graph
• Frequently asked questions

Prepare to deploy Knowledge Graph

There are 4 key steps to complete prior to deploying Knowledge Graph at your organization:

1. Identify the core use cases you want to start with
2. Identify the appropriate users to manage your Knowledge Graphs
3. Map the files and data sources you need to include
4. Employ data hygiene and identify the right version of files

Identify the core use cases you want to start with

Knowledge Graph supports question-answering at scale. Knowledge Graph will be able to interpret the specifics of your question, retrieve the relevant pieces of information, and use advanced skills to construct a response that addresses your question. Learn more about the types of questions Knowledge Graph can answer in the Frequently asked questions section below.

Knowledge Graphs are built for a specific Team in your workspace. What kinds of questions do members of this Team need to be able to answer?

Some examples include:

• Support: access knowledge base and provide answers on plans & products
• Sales/Business development: identify proposals which have answered similar questions or tackled similar SOWs in the past to speed up the drafting of a new proposal
• Sales enablement: find relevant customer references, quotes, statistics
• Research: learn insights about a subject based on technical documents (medical research, financial documents, scientific papers, etc)

Identify the appropriate users to manage your Knowledge Graphs

Only org or team admins can create Knowledge Graphs or upload files into them.

The org admin or team admin should be able to:

• Access and identify accurate, up-to-date files
• Verify accuracy of outputs - If we ask, "what was the expected answer?" you should be able to respond

Here is what each access role type can do in a Knowledge Graph:

Map the files and data sources you need to include

• What data sources are being used by your colleagues today to answer the kinds of questions you expect them to ask your Knowledge Graph?
• Is there any data that should be excluded? Garbage in, garbage out applies: make sure you're only uploading content that is relevant and trustworthy.

Employ data hygiene and identify the right version of files

As mentioned above, the answers you get from your Knowledge Graph can only be as good as the data which feeds them. If you have multiple versions of your company's pricing plans going back to 2008, and you upload all of them into Knowledge Graph, your sales team is likely to pull up outdated information. Make sure all of the information added to your Knowledge Graph is up-to-date and relevant to the use cases for that specific team.

How to create a new Knowledge Graph

Knowledge Graphs are created on a per-team basis. If your account doesn’t have multiple teams, your Knowledge Graph will be assigned to the default workspace, available to all users.

Select the Team for which you want to create a Knowledge Graph. If your account doesn’t have multiple teams, your Knowledge Graph will be assigned to the default team.

Under Setup, select Knowledge Graph and select the + plus sign next to New Graph.

Give your new Knowledge Graph a name, then select a file connection type.

For more information about using data connectors, see here.

Selecting the … menu next to the name of a Knowledge Graph will allow the admin to rename or delete the Knowledge Graph.

Creating multiple Knowledge Graphs

Can I create multiple Knowledge Graphs for the same team?

Yes. In the example above, the team Documentation has created multiple Knowledge Graphs (”KG App Library” and “KG Documentation”). Selecting a Knowledge Graph from the dropdown menu will allow the admin to manage the files within that Graph.

Can I create different Knowledge Graphs for different teams in my workspace?

Yes - this is encouraged! Different teams need access to different critical information. In the screenshot above, the Sales team is in the same account as the Documentation team above. They've created two Knowledge Graphs for themselves (”KG Sales onboarding” and “KG Sales Demo”).

How many different Knowledge Graphs can I create?

You can create up to 5 Knowledge Graphs per team workspace. For example, you could create 5 Knowledge Graphs for your Support team, and 5 Knowledge Graphs for your Sales team.

How to manually upload files to your Knowledge Graph

Select Upload files. You can use the command button to select and upload multiple files at once. Once you select Open, Writer will process your files and display them in a menu.

Writer will display your uploaded files with columns for Name, Status, Added by, and Date added.

You can select the Status header to filter by file status. The four status options are:

• Processing - Writer is mapping your file into your Knowledge Graph. No action is necessary at this time - just sit tight!
• Queued - Writer has not yet mapped your file into your Knowledge Graph. No action is necessary at this time.
• Errored - There’s been an issue uploading your file. First, try to upload the file again. If you encounter the same status, reach out to your Technical Account Manager.
• Completed - The file has been uploaded into your Knowledge Graph and is available to be used.

Selecting the … menu next to a file offers the admin the ability to download or delete the file from the Knowledge Graph.

Frequently asked questions

Knowledge Graph capabilities

What’s the difference between Knowledge Graph and other types of AI-powered search?

Knowledge Graph serves a wider breadth and more advanced use cases than AI-powered search. AI-powered search is best suited for simple Q&A, with discrete, specific answers (”What is the annual price of our Premium subscription?”). Knowledge Graph can answer these questions, but also answer more advanced questions which require analysis, interpretation, and summarization (”Which Premium subscription features would be most valuable to this user?”). Knowledge Graph doesn’t just find all of the relevant data, it composes a complete, well-reasoned answer and cites its sources.

When should users ask Knowledge Graph versus uploading files to Ask Writer?

Can Knowledge Graph do math?

No, Knowledge Graph cannot perform numerical analysis. It can retrieve pieces of data, but it cannot perform calculations to produce numbers that aren’t in the original source. For example, if the file above were uploaded into a graph, a user could ask, “How many ThingyMajiggs did we sell in October?” and receive the right answer. However, a user could not ask “How much revenue did we generate from ThingyMajigg sales in October” because Knowledge Graph cannot calculate independently.

If there are multiple, conflicting answers to a question, how does Knowledge Graph know which source to pick?

By default, Knowledge Graph will rely on the source from whichever file was uploaded most recently. However, this is why data hygiene is crucial - you don’t want price sheets from 2021 floating around if your sales team is providing quotes based on Knowledge Graph data!

If you ask Knowledge Graph the same question multiple times, will Knowledge Graph return the same answer?

Each time you ask a question, Knowledge Graph will pull the relevant information and compose an answer. It might be worded slightly differently, but as long as the underlying files are the same, the data referenced should be the same.

File uploading

What file types does Knowledge Graph support?

You can upload pdf, txt, doc/docx, ppt/pptx, eml, html, srt, csv, or xls/xlsx files.

How many files can I add to a Knowledge Graph? Is there a size limit?

For a manual upload connection, an admin can upload up to 50GB of files per Knowledge Graph.

Can I upload files to multiple Knowledge Graphs at once?

No, a file can only be added to a single Knowledge Graph at a time. It doesn’t matter whether the Knowledge Graphs are associated with the same Team spaces.

Can other teams see what I’ve uploaded into different Knowledge Graphs?

Only the members of a specific Team can see what has been loaded into that Knowledge Graph. For example, if someone is a member of both the Sales team and the Customer Success team in your workspace, they will only be able to retrieve information from your Sales Knowledge Graph if they are currently working within the Sales team space.

If I delete or rename a manually updated file in one Knowledge Graph, will it be deleted or renamed in other Knowledge Graphs at the same time?

Each Knowledge Graph is separate. What happens in one Knowledge Graph doesn’t affect another Knowledge Graph.

What’s the best way to keep my manually uploaded Knowledge Graph files up-to-date?

As a best practice, name your files with the date of their most recent review. On a regular basis, you can review anything with a given date stamp (example: search “2023”) to see whether a new version needs to be uploaded. If the information is still up-to-date, rename the file to reflect the most recent review.