The Knowledge Base module provides your company with a centralized information repository where articles can be shared for consultation, both by internal users and end customers. The information in the Knowledge Base is organized into categories, sections, and articles that can be created by users, allowing for efficient distribution and consultation.
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. |
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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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".
Use the search bar located at the top of the module to easily and quickly find specific articles or information in the Knowledge Base. Simply enter your query, and Sagicc will show you relevant results based on your search. Click on the title of the article of your choice to access its content.
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To add a new category to the Knowledge Base, click the "Add Category" button (located at the top right of the module) and fill out the following information:
Name
Description
Once the form is completed, verify the information and click โSaveโ to add the new category.
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In this view, a list of sections for the selected category 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 each section, specifying the article's title, its creation date, and its status (published or draft/enabled for Gen AI).
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To add a new section to the category in the Knowledge Base, click on the โAdd Sectionโ button and fill out the following information:
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 are the most important entity in the Knowledge Base module, as they contain the relevant information 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 โAdd Articleโ. 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.
When drafting the body/content of the articles, keep in mind that images and data presented in tables are not suitable sources of information for technologies like RAG and generative artificial intelligence. If you have information in these formats, it is recommended to preprocess and convert it into a text format to ensure it is understandable and can be used as a source of information. |
Once finished, click on โSaveโ to add the new article, and you will be directed to the articleโs reading view. This view will be available for all platform users to consult the article's content. Additionally, from here, you can edit or delete the article when necessary.
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