Knowledge Management Overview

Knowledge Management is where all your organization’s knowledge lives. Here you are able to add and organize information, manage permissions for who can view which information, and manage which information is sent to which concierge.

To navigate to Knowledge Management, click the lightbulb icon in the blue navigation bar.  There are 6 main components of Knowledge Management:

  1. AI Content Generator
  2. Filters
  3. Knowledge Base
  4. Sites
  5. Apps
  6. System Messages

AI Content Generator

AI Content Generator is an innovative feature designed to enhance the Capacity platform by automatically mining your closed help desk ticket data into your knowledge base in the form of exchanges (FAQs).

This feature is not on my default, and would need to be turned on within Settings.

Please click here to view our "Setting up The AI Content Generator" support article if you would like more information.


Filters

Filters enable Admins to display Exchanges by status, helping Admins quickly view, manage, or edit information.

You can filter Exchanges by the following status:

  1. New Exchanges - View all recently added Exchanges.
  2. Recently Updated - See recently updated Exchanges.
  3. Expiring Soon - View Exchanges that will expire within 30 days. 
  4. Expired - View any Exchange that has expired.
  5. Single Variant - View Exchanges that contain only one inquiry with no variants



Knowledge Base

The Knowledge Base is where your organization’s knowledge in the form of Exchanges (FAQs), Documents, or Guided Conversations lives within Capacity. Here you are able to add and organize information, manage permissions for who can view which information, and manage which information is sent to which concierge.

There are a few different features that live underneath Knowledge Base.

  1. Multi-KB
  2. Folders
  3. Dialogues
  4. Cloud Drive

Please refer to our Knowledge Base support article for additional information.


Sites

Sites allow you to publish long-form content in the form of Knowledge Articles. If you have licensed Capacity Articles the Sites Library will appear in the left sidebar beneath your Knowledge Folders. Please refer to the Sites User Guide for more details.

Apps

Capacity has a feature called GC in Apps that allows apps from the App Center to appear within Knowledge Management. These apps can range from templates to complex custom integrations, but GC in Apps makes it easy to update conversations without digging through your Knowledge Base or folder structure.

Please refer to our GC in Apps support article for more details.  If you have questions about specific Apps and/or pricing, please reach out to your Account Manager and they will be happy to assist.



System Messages

System messaging is where you build out the roadmap for your users' chatbot conversations.  

Please refer to our System Messaging support article for additional details.



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