2. Create a knowledge base

What is a knowledge database?

A knowledge base is simply the place where you collect all the information that your AI agent will be able to use to answer questions. It can be FAQs , files , or links (URLs) to pages with relevant content.

The AI ​​uses all the material in the database to understand context, find the right answer, and provide smarter, more accurate answers to the user.

You could say that the knowledge database works like the AI's memory; the better and more up-to-date information you fill it with, the smarter it becomes.

This guide shows you how to create a new knowledge base and populate it with content that helps your AI agents respond quickly, accurately, and appropriately.

Create and activate a knowledge base

1. Open the organization settings

   Click the gear and select Organization Settings .

2. Go to AI and open Knowledge Bases

   Click on “AI” and then on Knowledge Bases .

   This shows all existing databases that AI agents can use.

3. Create a new database

   Click “+ Create knowledge base” .

   Give the database a clear name, such as “Product Info AI” or “SupportFAQ AI” .

4. Add FAQs

   Create a category for the FAQ you are going to add, for example Finance.

   Click on “Add FAQ” and enter the question and answer in the respective fields.

   FAQs help the AI ​​quickly provide answers to common questions.

5. Upload files

   Click “Add File” . You can upload PDF , DOCX , TXT , MD or CSV .

   These files can contain detailed information that the AI ​​can read and index.

6. Add web addresses (URLs)

   Click “Add URL” and enter relevant links – for example, internal guides, external articles, or online documents.

   The AI ​​reads these pages and uses them to build its knowledge base.

7. Add Zendesk Help Center (optional)

   If your Help Center is in Zendesk, you can enter its Help Center URL. This will index the entire Help Center in the app, allowing the AI ​​to use the content as a source.

8. Create the database

   Click “Create” to save and activate the database.

   It will now be available for your AI agents to use.

Manage editors and proposers in the knowledge base

In each knowledge base, you can control who can edit content and who can only make suggestions . This makes it easy to collaborate on content while maintaining control over what gets published.

Roller i kunskapsdatabasen

Det finns två roller som kan tilldelas i en kunskapsdatabas:

Redigerare

Redigerare kan:

• Skapa och redigera FAQ:er som förslag

• Lämna ändringar som behöver godkännas innan de publiceras

Alla ändringar från redigerare måste godkännas av en administratör innan de blir aktiva.

Förslagsgivare

Förslagsgivare kan:

• Föreslå ändringar i befintliga FAQ:er

Förslagsgivare kan inte:

• Skapa nya FAQ:er

• Ta bort eller flytta FAQ:er

• Skapa eller ändra kategorier

Alla förslag från förslagsgivare måste godkännas av en administratör eller redigerare.

Tilldela roller

När du redigerar en kunskapsdatabas kan du ange vilka användare som ska vara:

• Redigerare

• Förslagsgivare

Detta görs direkt i inställningarna för kunskapsdatabasen.

Tip: How to build an effective knowledge base

Once you've created your first knowledge base, the next step is to populate it with the right content and structure it in a way that makes it easy for the AI ​​to find relevant information. Here are some recommendations:

1. Build databases by context

Create separate knowledge bases for different areas or departments.

This allows the AI ​​to respond more accurately and makes it easier for you to keep the information updated.

Example:

• Support – troubleshooting guides, frequently asked questions, instructions.

• Sell ​​– product descriptions, pricing information, value propositions.

• Finance – invoice management, payment terms, contract issues.

This way you avoid mixing up a sales question with a support response.

2. Start with well-documented files

Build the foundation with files that explain your processes, routines and products.

A well-written PDF, DOCX or TXT file provides a good basis for the AI ​​to read and understand the whole.

Tip:

• Divide longer documents into clear headings.

• Use simple language, the AI ​​interprets clear sentences best.

• Update the files regularly.

3. Add FAQs for quick and easy answers

FAQs are perfect for short questions that recur frequently.

Write each question and answer clearly and focus on the most important things.

Example:

Question: How often is the system updated?

Answer: The system automatically updates every night at 3:00 AM.

Feel free to create multiple FAQs per topic; this will help the AI ​​respond faster.

4. Use URLs for public pages

If you already have guides or articles published online, you can add their URLs .

The AI ​​reads the content and uses it as a source for questions.

Good examples of URLs:

• Help Center articles.

• Product pages.

• Status pages or news feeds.

5. Keep the knowledge base alive

See the knowledge database as a living library.

Review it regularly and update when anything changes.

Checklist:

• Delete old documents.

• Add new FAQs when you receive recurring questions.

• Check that links and URLs still work.

6. Think holistically

The AI ​​will only be as good as the material you give it.

The more structured, clear and updated the content is, the better the AI ​​answers.