Knowledge Base
Feature Overview
Knowledge Base is a tool used to store and share commonly used scripts, product information, order tracking information scripts, and return policies, etc. Creating a Knowledge Base can simplify the response process, ensure the accuracy and consistency of the replies. When you need to respond to customer inquiries, you can simply search for relevant content in the Knowledge Base and make necessary adjustments before sending it to the customer, without the need to repeatedly write the response.
At the same time, Knowledge Base also provides a powerful reference for our intelligent customer service email responses. When the AI generates response content, it prioritizes the content in the Knowledge Base and incorporates it into the response as appropriate.
How to Create Knowledge Base
To access Knowledge Base, select the menu Customer Service > Customer Service Management > Knowledge Base
You have two ways to create your knowledge base:
1： Creating Knowledge Base
Click the "New KB" button in the upper right corner of the page, and enter the knowledge base category, topic, and answer in the pop-up window. Click save to complete.
2： Importing Knowledge Base
If you already have documents ready, please click the "Import KB" button in the upper right corner of the page. Download the template and organize the documents according to the template requirements, then upload them on this interface.
Query Knowledge Base
After Knowledge Base is created, you can search for responses through keywords or categories in the search area in the upper left corner of the page.
Editing and Deleting the Knowledge Base
If you need to edit a specific knowledge base entry, hover over the end of the row and click the Edit button to make changes. If needed, you can also click Delete button to remove the entry.
To delete multiple knowledge base entries in bulk, select the content you want to delete in the first column and click the "Delete KBs" button in the upper right corner of the page to confirm the deletion.
