Knowledge events in Journey Management

This table summarizes the available event when knowledge base was accessed for information. Knowledge bases are sets of predefined knowledge articles that respond to queries by users or bots. Journey Management accesses the information from the knowledge workbench. For more information, see Knowledge Events on the Developer Center.

For more information on available attributes, see Attributes in Journey Management.

Event	Description	Available attributes
Knowledge Search	Indicates that an agent, bot, or user searched for information in a knowledge base.	knowledgeBaseId eventTime (timestamp) userId app.type queryType conversationContext.mediaType conversationContext.queueID
Knowledge Viewed	Indicates that an agent, bot, or user viewed information in a knowledge base.	knowledgeBaseId documentId documentVariationId documentVersionId app.type queryType surfacingMethod userId conversationContext.mediaType conversationContext.queueID
Knowledge Copied	Indicates that an agent, bot, or user copied information from a knowledge base.	knowledgeBaseId documentId documentVariationId documentVersionId app.type queryType surfacingMethod userId conversationContext.mediaType conversationContext.queueID
Knowledge Feedback	Indicates that an agent, bot, or user provided feedback on the information available in a knowledge base.	documentId documentVariationId documentVersionId knowledgeBaseId feedbackRating feedbackReason app.type queryType surfacingMethod userId conversationContext.mediaType conversationContext.queueID

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