Managing a knowledge base


A knowledge base is a collection of information imported from a variety of sources that a chatbot will use to respond to customer queries. Agent account owners and admins can choose between a single knowledge base source and knowledge base group. The knowledge base group allows businesses to select specific groups of knowledge base articles that they want their bot to use. An account can have a total of 100 knowledge bases. This can be any combination of manual, API connected, or web sync

This article covers:

Prerequisites for managing a knowledge base

Supported knowledge base types

How to manage a knowledge base

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click AI Management and then Knowledge Base.
  3. To the right of the knowledge base, click the ellipses icon and then click one of these options:
    • Coach: This takes you to the Coach tab where you can begin training queries.
    • Upload Queries: To coach a knowledge base, you need to upload queries first. Select or drag a CSV file with frequently asked queries from your customers to start coaching. You have the option to upload queries for a specific group, a particular knowledge base, or for all the knowledge bases you have.
    • Edit: Change knowledge base’s settings.
    • Delete: Delete the knowledge base.
    • Deactivate: Disable a knowledge base without completely deleting it. Deactivated knowledge bases are excluded from sync. You can reactivate or enable the knowledge base at a later time if needed.

How to edit or delete a knowledge base article

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click AI Management and then Knowledge Base.
  3. Click the display name of the knowledge base where the article you want to edit or delete is added.
  4. To the right of the article, click the ellipses icon and then click one of these options:
    • Edit: Edit the article settings.
    • Delete: Delete the article.

How to create a knowledge base group

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click AI Management and then Knowledge Base.
  3. Click Manage Groups.
  4. Click Create a new group.
  5. Enter a group name.
  6. Click Add Group.

How to add an article to a knowledge base group

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click AI Management and then Knowledge Base.
  3. Select a knowledge base group from the list.
  4. click Add Article and enter the following:
    • Title: This could be a question that the customer can enter into the chatbot.
    • Content: This could be the answer to the customer's question entered into the chatbot. You can modify and edit the text by using the formatting options available in the text editor.
    • Category (optional): Enter a category which best describes the topic of the article.
    • URL (optional): URL of the article.
  5. Click Save.
  1.