Creating a knowledge base through integrations

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 integrations, admins have the option to use web sync or manually create a knowledge base.

Requirements for creating a knowledge base through integrations

• Account owner or admin privileges; or relevant role/privilege
• Basic, Pro, Business, Education, or Enterprise account
• Zoom Virtual Agent license
• Established connection in the Integrations page

How to create a knowledge base through integrations

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.
4. Select Integrations.
5. Search for and select from the available Integrations options:
6. Under Integration details, provide the following information:
   
   • Confluence
   • Kustomer
   • Salesforce
   • ServiceNow
   • Zendesk
   • MS Dynamics
   • OneDrive
   • Google Drive
   • SharePoint
   • Helpjuice

How to manage the knowledge base created through integrations

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management and then Knowledge Base.
3. Select the Articles or Settings tab.

Articles tab

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

• Use the search bar to find articles based on their title or category.
• Click the article title to open a slideout where you can view details like the Category, URL, Article ID, Tags, and Content of the article. The content is displayed according to the settings customized in the knowledge base. Next to the Content section, you'll find a drop-down menu where you can choose how to handle tables within the article. The options include:
  • Extract table (Keep table structure): This keeps the original table format.
  • Extract table (Convert to plain text): This converts the table into plain text.
  • Do not extract table: This option prevents the table from being extracted.
• Exclude one or more articles that you prefer not to display, such as temporary or non-discoverable articles.
• Change the language of the articles. After creating the knowledge base, you can change all the languages in the Settings tab.
• Click the Answer Preview button located at the top right to test queries. Enter a query that you think an end user might input into the bot to assess the responses provided by the Knowledge Base model. You can filter the knowledge base by name and language. 

Settings tab

This is where you can manage integrations, customize bot responses, control answer display, and set extraction rules. Advanced options include custom scripts and generative AI.