Knowledge Base User Guide
Overview
Knowledge Base serves as the AI Customer Service intelligent hub. It stores and shares frequently used responses, product details, shipping templates, return policies, and common Q&A solutions. By creating a Knowledge Base, you enable efficient and precise customer service while simplifying response workflows and ensuring reply accuracy and consistency.
When customers initiate inquiries, the AI prioritizes matching responses from the Knowledge Base. This boosts support efficiency and reduces the need for manual intervention. You can also manually search, select/edit, and send templates from the Knowledge Base.
Key Benefits ✅
✅ Smart Decision-Making
AI-generated responses prioritize Knowledge Base content, ensuring authoritative and reliable answers. Live agents only need to simply review them and send.
✅ Efficiency Boost
Reduces repetitive editing time by 80% with one-click responses using stored templates.
✅ Consistency Guarantee
Standardizes replies across all channels, preventing human errors or inconsistent wording that could lead to negative reviews or disputes.
✅ Lower Training Costs
New agents can quickly resolve high-frequency issues using Knowledge Base solutions.
User Guide
Build Knowledge Base
Path: Customer Service > Customer Service Management > Knowledge Base
1. Key Fields
| Field | Required | Description | Example |
|---|---|---|---|
| Category | Yes | Organize by business scenario (supports multi-level folders) | Shipping Status Returns & Exchanges > Returns Product Info > Specifications |
| Topic | Yes | Concise phrasing of common customer inquiries | How to track my order? What is the product warranty period? |
| Answer | Yes | Step-by-step answers or policies. Supports: - Numbered steps - Hyperlinks |
1. Log in to your account 2. Click Track Shipping under Orders |
| Terms | No | Words exempt from translation (system retains original text) | Model XG-2023 ECO Mode energy-saving tech SellingPilot Certified |
2. Adding Methods
① Manual Entry, used for:
- Quick adjustments (e.g., holiday return policy updates)
- Adding single product FAQs or unique cases
Steps:
- Click + New Knowledge Base (top-right corner)
- Enter Category, Topic, Answer (required) and Proprietary Terms (optional)
- Click Save to activate immediately
② Bulk Import, used for:
- Initial Knowledge Base build (80% faster)
- Quarterly policy updates
- Bulk importing multiple product FAQs
Steps:
- Click Import Knowledge Base (top-right) and download the Excel template
- Fill Category, Topic, Answer (required) and Proprietary Terms (optional) columns
- Upload your .xlsx file (500 entries max per upload; no total limit for Knowledge Base)
⚠️ Note: Duplicate Topics are automatically detected and merged, keeping the original entry. Please make sure you delete outdated versions before uploading new content to prevent conflicts.
Manage Knowledge Base
① Testing & Validation
- Use Q&A Tester to simulate customer queries and verify answer accuracy.
- Refine Category, Topic, or Answer fields if responses are unclear.
② Regular Updates
- Archive expired policies (e.g., holiday shipping rules).
- Edit or delete individual entries or use bulk deletion.
③ Smart Search
- Use the search bar (top-left) to find entries by keywords or filter by category.
FAQs
Q1: Q&A Tester shows "No matching answer." How to fix this?
A1: Verify if synonyms exist in your Knowledge Base (e.g., "package" vs. "shipment"). Confirm topics align with answers.
Q2: Proprietary Terms are translated in AI responses. What should I do?
A2: Ensure terms are in the Proprietary Terms field. Re-save the entry to activate system recognition.