Creating a knowledge base through CRM API connection


A knowledge base helps you organize and use important information to improve customer interactions and support your business. When you connect your Customer Relationship Management (CRM) system to a knowledge base, you can transform all the helpful information in your CRM into a valuable knowledge base. This makes it easy for your team and customer support agents to find the most current and accurate information, so they can provide the best assistance to customers.

Note: In addition to integrating with CRM APIs, admins have the option to use web sync or manually create a knowledge base.

This article covers:

Prerequisites for creating a knowledge base through CRM API connection

How to create a knowledge base through CRM API connection

Use Confluence connection

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click AI Management and then Knowledge Base.
  3. Click Add Knowledge Base.
    A pop-up window will appear.
  4. Under Confluence, select from the available Confluence connections.
  5. Click Connect.
  6. Provide the following details:
    • Cloud: Click the drop-down and select the specific Confluence instance that you want to connect to.
    • Space: Click the drop-down and select the specific area within the Confluence instance where the knowledge base is located.
    • Name your Knowledge Base: Enter a display name for your knowledge base.
    • Knowledge Base Language: Click the drop-down and select the languages from your knowledge base that you want to add.
    • Extraction Rules: To exclude images from being extracted and added to your knowledge base, deselect the box next to Show Images. To exclude videos from being extracted and added to your knowledge base, deselect the box next to Show Videos.
      Note: By default, these options are selected, indicating that images and videos will be included in the extraction process.
  7. Click Continue.
  8. (Optional) In the Categories section, deselect the checkboxes next to category names if you want to exclude the categories that you do not wish to include in your machine learning model.
  9. Click Add.
    You will be directed to the Articles tab where you can see the list of articles and adjust the knowledge base settings in the Settings tab.

Use Kustomer connection

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click AI Management and then Knowledge Base.
  3. Click Add Knowledge Base.
    A pop-up window will appear.
  4. Under Kustomer, select from the available Kustomer connections.
  5. Click Connect.
  6. Provide the following details:
    • Knowledge Base: Expand the drop-down and select from the available knowledge bases.
    • Name your Knowledge Base: Enter a display name for your knowledge base.
    • Article Access: Set the article permission to Public or Internal.
    • Extraction Rules: To exclude images from being extracted and added to your knowledge base, deselect the box next to Show Images. To exclude videos from being extracted and added to your knowledge base, deselect the box next to Show Videos.
      Note: By default, these options are selected, indicating that images and videos will be included in the extraction process.
  7. Click Continue.
  8. In the Languages section, select the languages from your knowledge base that you want to add.
  9. Click Continue.
  10. (Optional) In the Categories section, deselect the checkboxes next to category names if you want to exclude the categories that you do not wish to include in your machine learning model.
  11. Click Add.
    You will be directed to the Articles tab where you can see the list of articles and adjust the knowledge base settings in the Settings tab.

Use Salesforce connection

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click AI Management and then Knowledge Base.
  3. Click Add Knowledge Base.
    A pop-up window will appear.
  4. Under Salesforce, select from the available Salesforce connections.
  5. Click Connect.
  6. Provide the following details:
    • Name your Knowledge Base: Enter a display name for your knowledge base.
    • Channel: Expand the drop-down and select from the available channels.
    • Article Fields: Expand the drop-down and select from the available article fields.
    • Site: Expand the drop-down and select from the available sites.
    • Extraction Rules: To exclude images from being extracted and added to your knowledge base, deselect the box next to Show Images. To exclude videos from being extracted and added to your knowledge base, deselect the box next to Show Videos.
      Note: By default, these options are selected, indicating that images and videos will be included in the extraction process.
  7. Click Continue.
  8. In the Languages section, select the languages from your knowledge base that you want to add.
  9. Click Continue.
  10. (Optional) In the Categories section, deselect the checkboxes next to category names if you want to exclude the categories that you do not wish to include in your machine learning model.
  11. Click Add.
    You will be directed to the Articles tab where you can see the list of articles and adjust the knowledge base settings in the Settings tab.

Note: At this time, Zoom Virtual Agent only supports Lightning Knowledge Bases in Salesforce.

Use ServiceNow connection

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click AI Management and then Knowledge Base.
  3. Click Add Knowledge Base.
    A pop-up window will appear.
  4. Under ServiceNow, select from the available ServiceNow connections.
  5. Click Connect.
  6. Provide the following details:
    • ServiceNow Knowledge Base: Expand the drop-down and select from the available knowledge bases.
    • Name your Knowledge Base: Enter a display name for your knowledge base.
    • Extraction Rules: To exclude images from being extracted and added to your knowledge base, deselect the box next to Show Images. To exclude videos from being extracted and added to your knowledge base, deselect the box next to Show Videos.
      Note: By default, these options are selected, indicating that images and videos will be included in the extraction process.
  7. Click Continue.
  8. In the Languages section, select the languages from your knowledge base that you want to add.
  9. Click Continue.
  10. (Optional) In the Categories section, deselect the checkboxes next to category names if you want to exclude the categories that you do not wish to include in your machine learning model.
  11. Click Add.
    You will be directed to the Articles tab where you can see the list of articles and adjust the knowledge base settings in the Settings tab.

Use Zendesk connection

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click AI Management and then Knowledge Base.
  3. Click Add Knowledge Base.
    A pop-up window will appear.
  4. Under Zendesk, select from the available Zendesk connections.
  5. Click Connect.
  6. Provide the following details:
    • Name your Knowledge Base: Enter a display name for your knowledge base.
    • Extraction Rules: To exclude images from being extracted and added to your knowledge base, deselect the box next to Show Images. To exclude videos from being extracted and added to your knowledge base, deselect the box next to Show Videos.
      Note: By default, these options are selected, indicating that images and videos will be included in the extraction process.
  7. Click Continue.
  8. In the Languages section, select the languages from your knowledge base that you want to add.
  9. Click Continue.
  10. (Optional) In the Categories section, deselect the checkboxes next to category names if you want to exclude the categories that you do not wish to include in your machine learning model.
  11. Click Add.
    You will be directed to the Articles tab where you can see the list of articles and adjust the knowledge base settings in the Settings tab.

Articles tab

This is where you can access a compilation of articles and perform the following actions: