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, 3rd party integration, or web sync. 

This article covers:

• Supported knowledge base types
• How to manage a knowledge base
• How to edit or delete a knowledge base article
• How to create a knowledge base group
• How to add an article to a knowledge base group

Prerequisites for managing a knowledge base

• Account owner or admin privileges; or relevant role/privilege
• Basic, Pro, Business, Education, or Enterprise account
• Zoom Virtual Agent license

Supported knowledge base types

• 3rd party integration knowledge base: The API connection will first need to be created in the Integrations page and will be selectable when creating a new knowledge base. Once connected and customized, our system will be able to automatically sync your system based on your schedule to keep it updated without the need for additional intervention. To edit the content, you will need to make changes within the CRM knowledge base that we are syncing. Learn more about creating a knowledge base through through 3rd party integration.
• Manual knowledge base: A manual knowledge base allows you to upload a CSV to add information in bulk or add articles manually. After creating the knowledge base, new items can be added individually and existing items can be edited. Learn more about creating a manual knowledge base.
• Website knowledge base: These are knowledge bases connected to a publicly-facing website that contains relevant information for a customer. An example of this would be a FAQ page that lists a number of issues and solutions. Once connected and customized, our system will be able to automatically sync this page based on your schedule to keep it updated without the need for additional intervention. Learn more about creating a knowledge base through web sync.
• Custom API knowledge base: Admins can create and manage a knowledge base with a custom API connector that enables you to write scripts, pull content from external systems, and then push it to the Zoom knowledge base. This method is an alternative for those who cannot use Zoom Virtual Agent's native knowledge base solutions. Although this method offers great flexibility, it requires technical expertise to initiate API requests and access customer knowledge base content. Learn more about creating a knowledge base using custom API.

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.