Managing Content in the Knowledge Base

A well-managed Knowledge Base gives technicians fast, reliable access to the information they need at the job site. Keeping content accurate, organized, and easy to share reduces time spent searching, limits the use of outdated materials, and helps teams deliver more consistent service.

This guide explains how to:

1. Add 

2. Update

3. Remove

4. Share 

Knowledge Base content so your organization can maintain a dependable resource for everyone in the field.

 

Add Content to the Knowledge Base

The Knowledge Base stores resources technicians may need in the field, including manuals, wiring diagrams, service information, and manufacturer training materials.

Supported file types include JPEG, JPG, PNG, PDF, MOV, and MP4.

Manually add content

Admins, Job/User Editors, and Job Editors can add content manually.

1. Open the Resources tab and select Search. 

2. Select + Add Content.

3. Choose a supported file from your device.

4. Review and complete the content details.

• Title: The filename is used automatically. Replace it with a clearer title when needed. (Required)

• Content Category: Identifies the type of content. (This is required for the item to appear in Equipment Alerts.)

• Product Category: Identifies the type of product covered.

• Make/Manufacturer: Identifies the manufacturer. This is required for the item to appear in Equipment Alerts.)

• Description: Provides additional context about the content.

• Models: Identifies the applicable equipment models. This is required for the item to appear in Equipment Alerts.)

• Tags: Adds keywords that make the content easier to find.

• Publication Date: Records the original publication date when known.

• Collections: Assigns the content to a collection when access should be limited to specific users. Learn more here: Add content to a Collection

• This is an Active Service Bulletin: Turn this option on when uploading a current service bulletin.

 

5. Select Upload Content

After processing, the content will be available in the Knowledge Base and searchable in XOi Mobile. You may need to refresh your screen to see the new content. Long videos may take a few additional minutes.

Automatically add content through a workflow

A Content workflow step can send uploaded job content directly to the Knowledge Base.

Under Content Usage, turn on Add content directly to the Knowledge Base.

You can also select a Collection. If no collection is selected, the content is added to the organization’s default collection.

Workflow-added content initially appears as Untitled. Its tags are retained, and the uploader is identified by their email address. The title and other details can be corrected afterward using the update process.

Important: Workflow-added content does not go through an approval process. When the job is completed, qualifying content from the workflow step is added automatically. Clearly tell users what kind of material should be uploaded.

Update Existing Content

Admins, Job/User Editors, and Job Editors can update eligible content in the Knowledge Base. This allows your organization to improve titles, revise tags, and keep content details accurate over time.

Updating content is especially useful for items added through a workflow that initially appear as Untitled.

Update an item:

1. Open the Resources tab and select Search. 

2. Use the search filters to locate the content. 

3. Select the content title to open it.

4. Select the pencil icon in the upper-right corner.

5. Make the necessary changes.
6. Select Update at the bottom of the page.

Limitation: You can edit only content uploaded to your organization by users within your organization. Content supplied by XOi cannot be edited.

 

Remove Content from the Knowledge Base

Admins, Job/User Editors, and Job Editors can remove content that was uploaded by their organization.

Remove one or more items:

1. Open the Resources tab and select Search. 

2. User the search filters to locate the content.

3. Select the checkbox beside each item you want to delete.

4. Select the three-dot icon in the upper-right corner.

5. Choose Remove Content.

6. Review the confirmation message and select Remove.

Warning: Removing content permanently deletes it and cannot be undone. Do not remove anything your organization may need later.

Limitation: Content supplied by XOi cannot be deleted. Only content added by your organization can be removed.

 

Share Content from the Knowledge Base

All user roles can share Knowledge Base content using a shareable link. The link can be sent by text message, email, or another approved communication channel.

Recipients can open the link on their device and select the content they need.

Share one item

1. Open the Resources tab and select Search. 

2. Use the search filters to locate the content. 

3. Select the content title to open it.

4. Click the Share Icon in the upper-right corner. The link will be copied to your clipboard.

5. Share the link. The link will lead to a live web page where the user can select the content and it will open on their device. 

Share multiple items

1. Open the Resources tab and select Search. 

2. User the search filters to locate the content.

3. Select the checkbox beside each item you want to share.

4. Click the Share Icon in the upper-right corner. A grouped link will be copied to your clipboard.

5. Share the link. The link will lead to a live web page where the user can select the content and it will open on their device. 

Availability: Content sharing is available through XOi Web. The content page also provides an option to download the item . 

A reliable Knowledge Base depends on more than simply adding content. Resources should be clearly named, accurately categorized, regularly updated, and removed when they are no longer useful.

Following the processes in this guide helps your organization maintain a trusted source of information for technicians in the field. A clean and organized Knowledge Base makes content easier to find, reduces time spent searching, and helps teams deliver more consistent service.