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AurionAI

Create articles from documents (KB Creator)

6 min readBy Emmanuel Yazbeck

The KB Creator turns a document into a knowledge base article. You upload a PDF, Word, Markdown, text or HTML file. AI structures the content, and you check the preview. The KB Creator saves the article as a draft. An administrator or a user with the Publish articles permission publishes it.

Availability: all profiles. It depends on your knowledge base provider: the page is available only when your provider can create articles. It is open to every user with the Manage articles permission: the Owner, Admin, Supervisor and Agent roles have it.

Prerequisites

  • A knowledge base that accepts new articles. The KB Creator can save drafts to:
    • the knowledge base of your ITSM tool, when the tool can create articles. Freshservice, HaloITSM, ServiceNow and Jira Service Management can. Read Connect your ITSM and CS tools.
    • the AurionAI knowledge base, when AurionAI is your ITSM provider or when a customer service tool is connected.
  • At least one collection or category in the destination knowledge base.
  • A document in PDF, DOCX, MD, TXT or HTML format, of up to 50 MB.

Turn the KB Creator on or off

The KB Creator item shows in the sidebar when your ITSM provider supports article creation. An administrator can hide it: on the Providers page, edit the provider and turn off KB Article Creation. You cannot turn it on for a provider that cannot create articles. Read Connect your ITSM and CS tools.

Create an article from a document

  1. In the sidebar, select KB Creator. The KB Article Creator v2 page opens.
  2. In the Upload Document step, drop the file on the upload area, or select the area to choose a file.
  3. Wait while AurionAI processes the document. Large documents or documents with many sections can take a few minutes.
  4. Check the result on the tabs Info, Preview and HTML. The contents tab shows the table of contents.
  5. In the Select Destination step, choose the destination. If you have two destinations, select one or both.
  6. For each destination, select the Category. If the category has folders, also select the Folder.
  7. Optional: change the Article Title, and add tags. You can add up to 20 tags of up to 50 characters each.
  8. Select Save as draft. When you select both destinations, the button is Save as draft in selected destinations.

The KB Article Creator with the Upload Document step.

If the AI service was not available, the article has minimal formatting. AurionAI then asks you to confirm: Publish with reduced quality? Select Publish Anyway to save it, or Cancel.

Result

AurionAI shows Draft saved and a link View Article for each destination. The article is a draft. Visitors do not see it.

To publish a draft in the AurionAI knowledge base, open it in Knowledge Base. When its collection has an approval rule, the draft goes through review first. Publishing needs the Owner or Admin role, or the Publish articles permission. Read Write and publish articles. To publish a draft in the knowledge base of your ITSM tool, publish it in that tool. In HaloITSM, save drafts into a FAQ list that only agents can see: HaloITSM shows drafts in public FAQ lists, so AurionAI refuses them there.

Pipeline settings (Enterprise)

If your organization is on the Enterprise plan and uses the Helpdesk or the AI Voice + Helpdesk profile, administrators can choose the AI models that the KB Creator uses. On other plans and profiles, this page does not appear. Read Plans and limits.

  1. In the sidebar, select Configuration.
  2. Open the Knowledge category and select KB Pipeline.
  3. In Primary LLM, select the Provider and the Model. You can also set Max Output Tokens, Timeout (seconds) and Max Retries.
  4. In Failover LLM, select the Failover Provider and the Failover Model. Activates automatically when the primary model fails. Use a different provider for resilience.
  5. In Vision (Multimodal), turn Enable Vision Processing on or off, and set Max Pages for Vision and Render Scale.
  6. In Cache Settings, turn Enable Caching on or off, and set the Cache TTL (seconds).
  7. Select Save Changes.

AurionAI shows KB pipeline settings saved successfully.

If something goes wrong

  • KB Creator is not in the sidebar. Your provider cannot create articles, or an administrator turned off KB Article Creation. The Read-only role never sees it.
  • The page shows Not available. Your provider cannot create articles.
  • Access Denied Your role cannot use the KB Article Creator. The user needs the Manage articles permission.
  • You do not have permission to create knowledge base articles. Ask an administrator. The user does not have the Manage articles permission.
  • This destination may show drafts to requesters, so the draft was not saved. Choose a category or list that only agents can see. The destination shows drafts to requesters. For example, HaloITSM shows a draft in a public FAQ list on its own portal. The KB Creator saves drafts only, so choose a FAQ list that only agents can see. Publish the article in HaloITSM later.
  • The file is refused. Use a PDF, DOCX, MD, TXT or HTML file of up to 50 MB.
  • No knowledge base provider is configured. Ask an administrator to connect one. No knowledge base can receive the article. Connect a provider first. Read Prerequisites.
  • The text in that document could not be read reliably. It may be a scan; upload a text-based version. The document is probably a scanned image. Upload a version that contains real text.
  • That document has too many sections for the KB Article Creator to process. Split it into smaller documents and upload them separately. Split the document into smaller documents. Upload each one separately.
  • Processing took too long and was stopped. Split the document into smaller parts and upload them separately. Split the document into smaller parts. Upload each part separately.
  • The document links to images hosted elsewhere, which are blocked. Embed the images in the document instead. The document links to images on other websites. Put the images inside the document, then upload it again.
  • The generated article did not pass verification and was not published. Try again, or simplify the document. The article was not saved. Try again, or upload a simpler document.
  • The knowledge base provider rejected the request. Check the destination and try again. Your knowledge base provider refused the article. Check the destination and try again.
  • File rejected: potential security threat detected. AurionAI found a possible threat in the file. Use a clean copy of the document.
  • No KB collections available. Create a collection first to publish articles to this destination. Create a collection or category in the destination knowledge base first. For the AurionAI knowledge base, read Write and publish articles.
  • Preview expired. Please re-upload the document. Upload the document again.

Still stuck? Submit a request or .