Knowledge Base Overview

The Knowledge Base is where your organization’s knowledge in the form of Exchanges (FAQs), Documents, or Guided Conversations 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.

The Knowledge Base lives within Knowledge Management, and there are a few different features that live underneath Knowledge Base.

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


Multi-KB Support

Each instance of Capacity supports multiple knowledge bases which restrict and limit content editing access to specific internal teams.  To ensure data integrity, we recommend each major department that is added to Capacity manage and maintain its own KB. 

How to Add a New a Knowledge Base (KB)

  1. Go to  Knowledge Management
  2. Expand the left column and click on the [+] icon in the "Knowledge Base"
  3. Add a Name
  4. Select the Teams that will perform the edits
    1. NOTE: Team members will need to be of the appropriate role (E.g. Knowledge Manager") in order to see maintain a KB.
  5. Click "Add Teams and Create"
  6. Once your team has populated the KB with appropriate content, you can distribute this content for consumption by updating the content groups. 

Additional information on how to use Multi-KB can be found here.

Folders 

Admins use folders to help keep knowledge organized. Think about folders as a way to keep similar topics/subjects grouped together for quick access.

To create a new folder, click the blue “Add” button located on the top right of the screen and select the "Create Folder" option. 



Note:  The limit of Subfolders in the Knowledge Management system is 5 - there can be no more than 5 subfolders.


Folder Permissions

Once you have created and named your Folder, you can set which users and chatbots have access to the Knowledge in that Folder. To set Permissions for a Folder, click on the Permissions icon in the top right menu and select the Group(s) and Concierge(s) you wish to have access. Please refer to the Settings User Guide for more information about setting up Content Groups and Concierges. 


Dialogues

A Dialogue houses different types of Exchanges (Standard Exchange or Guided Conversation). Think of a Dialogue as a topic or subject. Exchanges contained in a dialogue will all be related to the same topic or subject. To create a new Dialogue, click the blue “Add” button located on the top right of the screen and select the “Create Dialogue” option.

To rename a Dialogue, navigate to the dialogue, then click on the three buttons on the far right side on the top, then you should see an option to rename the dialogue. 


Cloud Drive

The Capacity Cloud Drive gives users the ability to upload, download, and share documents or files directly from the Capacity Console.

Please click here to learn more about how to use the Capacity Cloud Drive and supported file types.


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