Within the knowledge base, you can efficiently manage and update both folders and knowledge items. This section covers:

▶︎ Folder management

▶︎ Knowledge management and updates

▶︎ Viewing knowledge base reports for a comprehensive overview, supporting effective management and updates

Folder Management

In the “Knowledge Center” under “Knowledge Base”:

① To create a new folder, click the “+” button.

② Select a folder to create subfolders, rename, or delete as needed.

🌟 Note: The folder structure currently supports up to three levels of nesting.

Knowledge Management

In the “Knowledge Center” under “Knowledge Base”:

Select a knowledge item to move it to a different folder, publish, unpublish, edit tags, update, or delete.

Step 1: Locate Knowledge

You can find knowledge items using any of the following methods:

1. By folder (supports fuzzy search)

2. By knowledge type

3. By searching title or content

4. By applying filters (publish status, tags, update status, last updated time). Once located, select the checkbox for the desired knowledge item(s). Bulk selection is supported for items on the current page.

Step 2: Manage Knowledge

You can move knowledge items between folders, publish, unpublish, edit tags, update, or delete them.

**Tip:** One-click updates are supported for knowledge from Website, Salesforce, Zendesk, Shopify, and Feishu.

#### Updating the Knowledge Base

– Updates in this module allow you to modify existing knowledge tags, helping the AI Chatbot better understand and accurately respond to user queries.

**Note:**

1. Please follow the workflow: Download Knowledge Base Excel → Edit Excel → Upload Excel Document.

2. Only batch tag modifications are supported.

#### Real-Time Update Settings

– Scheduled update cycles are supported.

– Note: Currently, scheduled automatic updates are only available for Zendesk, Shopify, and Salesforce.

**Tip:** Differences between the three update options:

– **Update (One-click):** Instantly update knowledge from Website, Salesforce, Zendesk, Shopify, and Feishu.

– **Update Knowledge Base:** Only batch tag modifications are supported.

– **Scheduled Update:** Only Zendesk, Shopify, and Salesforce support scheduled automatic updates.