> ## Documentation Index
> Fetch the complete documentation index at: https://docs.poly.ai/llms.txt
> Use this file to discover all available pages before exploring further.

<AgentInstructions>

## Submitting Feedback

If you encounter incorrect, outdated, or confusing documentation on this page, submit feedback:

POST https://docs.poly.ai/feedback

```json
{
  "path": "/troubleshoot/faq-connected-knowledge",
  "feedback": "Description of the issue"
}
```

Only submit feedback when you have something specific and actionable to report.

</AgentInstructions>

# Connected knowledge FAQ

> Learn when to use Connected Knowledge, how it differs from Managed Topics, and how to troubleshoot retrieval.

Answers to questions about Connected Knowledge including comparisons with Managed Topics, selection criteria, and troubleshooting retrieval. See [Connected Knowledge](/connected-knowledge/introduction) for full documentation.

<AccordionGroup>
  <Accordion title="What is Connected knowledge and how does it differ from Managed Topics?" icon="plug">
    Both **Connected** and **Managed Topics** live under the **Knowledge** area in Build, but they serve different purposes:

    * **Connected knowledge** is a fast way to expose external content (websites, PDFs, Zendesk articles) to your agent. It is read-only, synced from external sources, and requires no prompting expertise. However, it **cannot** trigger actions, flows, SMS, or handoffs.
    * **Managed Topics** are version-controlled, fully editable topics where you control sample questions, content, and actions. They support functions, flows, and all agent behaviors.

    For a detailed comparison, see the [Connected knowledge introduction](/connected-knowledge/introduction#how-connected-knowledge-differs-from-managed-topics).
  </Accordion>

  <Accordion title="When should I use Connected knowledge vs. Managed Topics?" icon="scale-balanced">
    | Scenario                                                | Recommendation                                                        |
    | ------------------------------------------------------- | --------------------------------------------------------------------- |
    | Large FAQ library from an existing help center          | **Connected** – fast to set up, auto-syncs                            |
    | Content that changes frequently in an external system   | **Connected** – stays up to date through sync                         |
    | Topics that need to trigger handoffs, SMS, or functions | **Managed Topics** – only option for actions                          |
    | You need control over exactly what the agent says       | **Managed Topics** – you write the utterances                         |
    | Seasonal or toggleable content                          | **Managed Topics** – supports activation/deactivation per environment |

    Both use RAG for retrieval. If there is a conflict, **Managed Topics content takes priority**.

    <Tip>
      If you're unsure, start with Connected knowledge for general FAQ content and use Managed Topics for anything that requires specific wording or triggers an action.
    </Tip>
  </Accordion>

  <Accordion title="Why isn't the agent using my Connected knowledge sources?" icon="circle-exclamation">
    Several factors can affect retrieval:

    * **Data structure**: Connected knowledge splits content into chunks. Very large or loosely structured documents may struggle with relevance. Restructure into smaller, tighter pieces.
    * **Sync state**: Both the source and the agent must be up to date. Trigger a manual sync if needed.
    * **Environment and variant**: Each source must be enabled in the correct environment and variant.

    If a topic is critical, consider curating it as a Managed Topic for guaranteed retrieval.
  </Accordion>
</AccordionGroup>