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The Knowledge Base module provides your company with a repository of information in which centralized information repository where articles can be shared for consultation, both by internal platform users or by and end customers of your company. The information contained in this module the Knowledge Base is organized into categories, sections, and articles that can be created by users, and subsequently shared and consultedallowing for efficient distribution and consultation.
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Keep in mind that the Knowledge Base is a collaboration tool for the entire customer service team. This means all users, regardless of their role, can access the knowledge base and manage its content. |
Through the side menu, you can access the Knowledge Base module. Sagicc will take you to the initial view. Sagicc allows access to the Knowledge Base through the side menu by clicking on "Knowledge Base".
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Categories
In the initial view of the Knowledge Base, you will see each of the information categories created in the module. From this view, you can add a new category, and edit or delete an existing category. If you want to access the details of a category to view its sections and articles, click on "Go to category".
To 
Use the search bar located at the top of the module to easily and quickly find specific articles or information in the Knowledge Base more easily and quickly, . Simply enter your query in the search bar , and Sagicc will show you the results foundrelevant results based on your search. Click on the title of the preferred article of your choice to access itits content.
To add a new category to the Knowledge Base, click on the"Add Category" button (located at the top right of the module) and fill in out the following information:
Name
Description
Once the form is completed, verify the information and click Save “Save” to add the new category.
Sections
In this view, you will see the a list of sections in sections for the selected category. In this view will be displayed. From here, you can add new sections, as well as edit , and/or delete existing sections. Additionally, you will see a list of all articles associated with the category, and you can access each of the articles in the section.
each section, specifying the article's title, its creation date, and its status (published or draft/enabled for Gen AI).
To add a new section to the category in the Knowledge Base, click on the Add Section “Add Section” button and fill in out the following information:
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Name
Description
Category: This is the parent category associated with the section. By default, the category you are currently viewing will be selected.
Visible to these roles: Specify the user roles for which the section will be visible: administrator, supervisor, agent, and public knowledge base. If you want the section to be hidden for a specific role, uncheck the role from the list.
Once the form is completed, verify the information and click "Save" to add the new section to the category in the Knowledge Base.
Articles
Articles are the most important entity of in the Knowledge Base module, as they contain the relevant information that you want to share with users and/or customers. You can add a new article to the Knowledge Base from the top of the category list or the section list , by clicking on "Add Article".
In the "Add Article" form, enter all the requested information:
Define a title for the article
Define the body or content of the article, using the text editor to apply different styles and elements.
Select the category and section that will house the new article
Select the initial visibility of the article: Draft or published. You can change this later.
Add tags or attachments to the article if necessary
When you're done, click on "Save" and you will be taken to the article “Add Article”. Sagicc will take you to the article creation form, where you will need to enter the following required information:
Title: Name of the article.
Body/Content: The text of the article, which can include various elements such as text, images, links, emojis, among others. You can apply different styles and formats using the text editor.
Section: Select the section and category the article will be associated with.
Labels: Enter one or more tags to identify the article. Use relevant keywords.
Visibility: Indicate the article's visibility status: Draft or Published. Only published articles will be visible in searches and in the public knowledge base.
Attachments: Attach one or more files to the article as needed.
Enabled for Gen AI (BETA): Indicate whether the article will be available for Gen AI nodes in the Bot Builder module. If disabled, the article will not be considered in the Bot Builder module.
Once finished, click on “Save” to add the new article, and you will be directed to the article’s reading view. This view will be consulted by available for all platform users to learn the contents of consult the article, and it will allow you to 's content. Additionally, from here, you can edit or delete the article when necessary.
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