Creatio.ai Knowledge Library overview
Creatio.ai agents know how to reason and communicate. However, they do not know your company's internal policies, product details, or support history unless you provide this context. Without it, agents might give generic answers or fail to answer questions that depend on your organization's data. The Creatio.ai Knowledge Library app turns your documents and Creatio records into knowledge that agents search before they respond. As a result, users receive accurate answers based on your own data and can see where each answer came from. In Creatio 8.3.3 and later, install the app from the Creatio Marketplace. The app adds the Creatio.ai knowledge library section to the "AI Command Center" workplace.
Knowledge retrieval
The app implements retrieval-augmented generation (RAG). This approach combines two steps. First, Creatio searches your data for the information most relevant to the user's question. Then, the large language model uses this information to compose the answer. Search works by meaning rather than exact wording, so Creatio finds relevant information even when the user phrases the question differently from the source text. For example, a support agent can check a warranty policy document before it tells a user whether a laptop is eligible for replacement. A sales agent can list products in stock under a specific price, so the sales rep does not have to browse the product catalog.
Knowledge sources
A knowledge source is a collection of data that you prepare for agents to search. You define what data goes into the knowledge source, which records to include, and which columns to use. Each knowledge source uses one of two providers, depending on where your knowledge lives.
Use the "File Provider" for documents your team relies on, such as company policies, onboarding manuals, or internal process descriptions. You upload the files to the knowledge source directly. Creatio supports *.pdf, *.txt, *.md, *.json, *.docx, and *.pptx files. It reads only their text content and ignores images inside documents.
Use the "Section Provider" for data that already exists in Creatio, such as products, cases, contacts, or accounts. You select a section, use all its records or only those in a dynamic folder, and choose the columns that contain meaningful information. Creatio uses these columns both to find relevant records and to compose the answer. You can also include columns of related objects to give the agent richer context, for example, the description of cases linked to a product.
Learn more: Set up a knowledge source for Creatio.ai agents.
Indexing
Before agents can search a knowledge source, Creatio must index it. During indexing, Creatio reads the files or records and converts their content into a format that supports search by meaning. Creatio splits large knowledge items into smaller parts, so even long documents are processed reliably. You can track the indexing history of each knowledge source.
Knowledge sources in agents and sub-agents
A knowledge source takes effect only after you connect it to an agent or a sub-agent. Connect a knowledge source to an agent to make it available for the agent's entire scope, or connect it to a sub-agent to use specific knowledge only in that sub-agent.
You can connect multiple knowledge sources to a single agent, and the agent uses all of them together. For example, a sales agent can use a knowledge source based on the Products section to find product data. A second knowledge source based on a file with response guidelines makes the agent present every product in a consistent format. The first knowledge source defines what the agent knows, and the second defines how the agent responds.
Source references
By default, agent responses include citations, that is, references with links and display names for the files and records the agent used. Users can check where the information came from, which makes responses transparent and easier to trust. You can turn off citations when you connect the knowledge source.
Data access
Knowledge sources respect the access permissions configured in Creatio. Creatio checks the read permissions of the current user and excludes records the user cannot access from the results. For example, a user without access to certain records does not see information from those records in the agent's reply, while a user with full access receives a complete answer. Creatio applies permission changes starting with the next query.
Tips for better results
The quality of agent answers depends on the data behind them. Clean, structured, and well-written data produces better answers than a large but noisy knowledge source. Use dynamic folders to exclude irrelevant records, and select only the columns that give the agent useful context. Make sure the agent or sub-agent instructions define how the agent must respond. For example, the instruction "always respond in three lines: eligibility status, reason, and next step" produces short, predictable answers to warranty questions. Finally, test the knowledge source with real questions and refine the setup based on the answers you receive.