AI Answer Eligibility and Content Controls

AI answer eligibility and content controls determine whether a Knowledge Base article may be used to support AI-generated answers.

Grounding eligibility

The AI grounding setting indicates whether the article may participate in grounding workflows.

Answer eligibility

A separate AI answer control can determine whether the article is permitted to support direct AI answer generation.

Why separate controls matter

An organization may want content to be searchable or useful for context without allowing it to generate a direct customer-facing answer.

Publication governance

AI eligibility does not replace article review and publication requirements.

Visibility and permissions

AI controls must operate together with normal access rules.

An article that is not authorized for the current user must not become accessible merely because AI features are enabled.

Good practices

Review AI eligibility whenever article visibility, sensitivity, or intended audience changes.