Reviewing Duplicate & Conflict Findings

When you select Duplicates and Conflicts from the Dashboard, the findings table shows all identified article pairs, including duplicates and conflicts.

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Duplicates and Conflicts Table

The table displays article pairs side by side with the following columns:

Article A — title and article ID of the first article in the pair.
Article B — title and article ID of the second article in the pair.
Similarity — a percentage score indicating how similar the two articles are.
Type — a badge indicating whether the pair is a Duplicate or a Conflict.
Status — Action Needed or Resolved.
Actions — an Open link that opens the pair in the Deduplication and Conflict Resolution view.

Use the filter tabs to view All, Action Needed, or Resolved pairs. Use the search field to find article pairs by name.

The table shows a total count of article pairs found, with pagination for large result sets.

Deduplication and Conflict Resolution View

Selecting Open for an article pair opens the Deduplication and Conflict Resolution view, where you can review both articles side by side and take action. This view has two tabs: Overview and Q&A Analysis.

Overview Tab

The Overview tab shows:

A type badge and similarity score for the pair (for example, Duplicate 100%).
Article A and Article B labels with article IDs.
An AI Summary — a plain-language explanation of what the two articles share, where they differ, and why they were flagged.
An indication of how many duplicates can be merged and any conflicts that need resolution.
A Q&A Analysis button to proceed to the next tab.

The center and right panels show the full content of Article A and Article B respectively, rendered side by side. A Sync scroll option at the top of the page keeps both article views in sync as you scroll.

Comparing Article Properties

Select Properties on either article panel to open the article’s metadata. On the Q&A Analysis tab, a Compare A&B button opens a two-column view that shows the properties of both articles side by side. Properties displayed include:

Owner, timestamps, and language.
Publishing Dates (Availability Date).
Article Type.
AI settings (such as whether the article is used in Instant Answer).
Custom Attributes, Questions, and Notes.

Comparing creation and modification dates helps you identify which article is the original version.

Q&A Analysis Tab

The Q&A Analysis tab lists the questions that each article answers, displayed as pairs (one from Article A, one from Article B). This view helps you understand the functional overlap between the two articles.

Questions are labeled A or B to indicate which article they come from.
Each question is followed by the answer drawn from that article’s content.
Select any question to highlight the relevant passage in the article content panel.
The Q&A analysis helps you assess whether the two articles are answering the same questions and whether their answers are consistent or contradictory.

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Taking Action on Duplicate or Conflicting Articles

Actions are available from the top-right area of the Deduplication and Conflict Resolution view. You can Mark as Resolved or use the Merge button to consolidate articles.

Mark as Resolved

Select Mark as Resolved to close the finding without making changes to either article. Use this option if you determine that the pair does not require action, or after you have manually edited the articles outside this view.

Merge Options

Select the Merge dropdown to view available merge strategies. Three options are available:

Keep Article A — consolidates content from Article B into Article A. Article B is archived or redirected according to your KB rules. A confirmation dialog shows the folder location for the updated article. Select Merge to proceed.
Keep Article B — consolidates content from Article A into Article B. Article A is archived or redirected according to your KB rules.
Merge into New Article — creates a new article that combines the best content from both articles. The AI generates a merged draft that incorporates content from both sources while resolving conflicts. Both original articles remain unchanged until you publish or archive them.

To-Do Checklist

After a merged draft is created, a To-Do checklist appears in the left panel with three steps to complete before the item can be marked resolved:

Review and edit the merged draft — edit the new article content in the center panel as needed.
Review properties — verify that the article metadata is correct.
Publish the merged article — use the Publish button in the article editor toolbar to publish the new article.

The checklist tracks your progress and shows which steps are complete. Once all three steps are done, you can select Mark as Resolved to close the finding.

Compare with Originals

While reviewing the merged draft, use the Compare with originals dropdown in the left panel to switch the comparison view:

Merged draft only — shows only the merged article in the center panel.
Compare — shows the merged draft alongside the original articles for reference.

Merge into New Article — Detailed Flow

When you select Merge into New Article, a dialog appears that:

Displays a description of what the merged draft will contain.
Provides a New Article Name field, pre-filled with a timestamped name combining both article titles. You can edit this name.
Shows the Folder Location where the new article will be created. Select Change to move it to a different folder.
Select Merge in the dialog to begin creating the merged draft. A progress indicator appears while the AI combines both articles.

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Once the draft is created, the view switches to a three-panel layout:

Left panel — shows the To-Do checklist and a Compare with originals option.
Center panel — the merged draft article, open for editing.
Right panels — Article A and Article B for reference comparison

Keep Article A or Keep Article B — Detailed Flow

When you select Keep Article A or Keep Article B, a confirmation dialog appears that:

Describes what will happen: conflicting and unique content from the other article is merged into the chosen article, duplicate content is consolidated, and conflicting content is incorporated.
Shows the Folder Location of the article that will be retained.
Select Merge in the dialog to proceed. A progress indicator appears while the merge is being processed.

Discarding a Merge

If you need to abandon the current merge session, a Discard merge option may be available. Selecting it opens a confirmation dialog that explains:

Leaving without saving will discard unsaved edits from the current merge session.
Articles A and B are not deleted by discarding; only unsaved changes from this session are lost.
Select Discard to confirm, or Cancel to return to the merge view.