In the knowledge base, you can manage and update folders and knowledge. This section will guide you through:

▶︎ Managing folders

▶︎ Managing and updating knowledge

▶︎ Viewing the knowledge base report to get an overview, which facilitates the management and updates mentioned above.

Manage Folders

In “Knowledge Center” -> “Knowledge Base”, you can manage folders.

① Go to “Knowledge Center” -> “Knowledge Base” and select “+” to create a new folder.

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

🌟 Note: Folders currently support up to 3 levels of hierarchy.

Manage Knowledge

In “Knowledge Center” -> “Knowledge Base”, select a knowledge item to change its folder, publish, unpublish, edit tags, update, or delete it.

Step 1: Find Knowledge

You can currently find knowledge in the following 4 ways:

① By folder (supports fuzzy search)

② By knowledge type

③ By knowledge title and content

④ By filters (currently supports filtering by publication status, tags, update status, update time). After finding the target knowledge, check the corresponding box (you can also select all knowledge on the page).

Step 2: Manage Knowledge

⑥ You can “Move Folder”, “Publish”, “Unpublish”, “Edit Tags”, “Update”, or “Delete” knowledge.

🎵 Tips: You can one-click update knowledge from “Website, Salesforce, Zendesk, Shopify, Feishu”.

⑦ Update Knowledge Base: The update in this module allows you to edit existing knowledge tags to help the AI Chatbot better understand the knowledge and answer user questions more accurately.

🌟 Note:

1. Please follow the sequence: “Download Knowledge Base Excel” -> “Edit Excel” -> “Upload Excel Document”.

2. Only knowledge tags can be modified in bulk.

⑧ Real-time Update Settings: Supports selecting a scheduled update cycle.

🌟 Note: Currently, only scheduled automatic updates for Zendesk, Shopify, and Salesforce are supported.

🎵 Tip: The difference between the 3 “Knowledge Update” options:

⑥ Update： Supports one-click updates for knowledge from “Website, Salesforce, Zendesk, Shopify, Feishu”.

⑦ Update Knowledge Base: Currently only supports bulk modification of knowledge tags.

⑧ Scheduled Update: Currently only supports scheduled automatic updates for Zendesk, Shopify, and Salesforce.

View Knowledge Usage Report

① Supports filtering knowledge by “Update Time, Ticket Channel, Knowledge Source”.

② Click on the corresponding knowledge to view details.

③ Download the filtered knowledge.

④ Displays the total amount of self-learning and an overview of the usage of self-learned knowledge.