Knowledge base
A service's knowledge base holds what the work has taught you: client quirks, recurring problems, how to handle the odd case. The agent reads it, and a person approves what goes in.
On this page7 sections
Skills and the knowledge base#
A skill says how a kind of task is done. The knowledge base holds what you have learned from doing the work: this client's files always have a merged header row; that carrier sends corrections a week late; a certain exception is handled this way.
Each service has its own knowledge base, on the Knowledge base tab of the service's page. Its agents read it while they work. Ordinary workspaces that are not part of a service do not have one.
How a learning gets in#
While working in a service, the agent can propose something worth keeping. A card titled Suggested a learning appears in the conversation with the proposed document, the reason it was suggested, and a Review link.
- Read the suggestion. Click Review to open it in the knowledge base if you want to edit it first.
- Click Approve to publish it as written, or edit it and click Save & approve.
- Click Reject if it should not be kept.
Deciding needs the Approve switch on your access to the service.
The Knowledge base tab#
| Section | Holds |
|---|---|
| Needs review | Suggestions from agents waiting for a person. The tab shows how many. |
| Documents | Everything in the knowledge base. |
| Archived | Documents taken out of use. |
| Recently decided | What was approved or rejected lately. |
Write a document yourself#
People with edit access to the service can add to the knowledge base directly.
- Click New document.
- Choose a Type: Learning, Client Note, Runbook, or a type of your own.
- Give it a Title and a Description, write the content, and click Save.
Each document also has a Status of draft, stable or deprecated, optional Tags, and an optional Stale after date that flags it for another look.
There is no delete. Archive takes a document out of use, and you can bring it back by setting its status to stable and saving.
Let agents write without review#
By default, what an agent proposes waits for a person. An organization admin can change this on the Knowledge base tab so that agents write straight into the knowledge base. What they write is then listed under Written by agents, so it can still be read and corrected afterwards.
Leave review on until you have seen enough suggestions to trust them.
When changes reach a workspace#
A workspace picks up changes to the knowledge base the next time it is opened.
Limits#
- A document can be up to 256 KB.
- A knowledge base can hold up to 500 documents, counting archived ones.