This topic contains information on settings and tasks that are common to both external and internal knowledge bases.

Common, read-only settings

  • Owner Name: The name of the person who added the knowledge base.
  • Data source type: This is either "External knowledge base" or "Internal knowledge base."
  • Content Provider: The name of the provider who sources the content. For an external knowledge base, this is the name of the CMS vendor, e.g., Salesforce, Zendesk, and so on. For an internal knowledge base, this is always "LivePerson."
  • Knowledge Base ID: A unique identifier for the knowledge base that’s generated by the system. In some scenarios, you might need to reference this ID. Here’s where you can find it.
  • Associated Domain: If the knowledge base's Intent Association is "Domain Intents," this indicates the domain that's associated with the knowledge base.

Common, configurable settings

  • Knowledge Base Name: Enter a new display name for the knowledge base if desired. Changing the name of the knowledge base doesn't require a corresponding update to a knowledge base integration that uses the knowledge base; the integration is tied to the knowledge base's underlying primary key, not its name.
  • Intent Association: If you've associated a domain with the knowledge base, this setting is read-only and says, "Domain Intents." However, if the knowledge base is an internal knowledge bases that uses Knowledge Base intents, this says, "Knowledge Base Intents," and it gives you the option to convert to Domain intents.
  • Public: If you don't want other users in your Conversational Cloud account to be able to view and edit the knowledge base in the Knowledge Base application, click the slider to Off. To facilitate the contributions of multiple persons to articles, the default value is On.

Modify settings

  1. Open the knowledge base.
  2. Click Settings in the upper-left corner.
  3. Modify the settings, and click Update.

Find an article to edit

You can quickly search for and find an article that you want to edit.

To find an article to edit

  1. Open the knowledge base.
  2. In the Search box at the top of the page, enter a word or phrase that’s contained in the article's content (title, summary, detail, tags).

    If you enter a string and press Enter, the search is performed against only the title. However, if you enter a string and wait for the list of results to appear, that list of results reflects a search of the string against all article content fields (title, summary, detail, tags).

  3. In the list that appears, select the article.

  4. Select the article title. This opens the article for editing.

Format text in an article

In the Summary and Detail fields of an article in an internal knowledge base, you can use the following subset of HTML tags:

  • <p> and <br>
  • <strong>, <b> and <i>
  • <ul>, <ol> and <li>
  • <a href="">, with support for HTTP, HTTPS, phone (tel) and email (mailto)

Examples of valid anchor tags:

  • <a href="http://example.com/test.jpg">click here</a>
  • <a href="http://example.com/1$2324%342523">click here</a>
  • <a href=”tel:+123456789”>phone</a>
  • <a href=”mailto:a.b@example.com”>email</a>

Examples of invalid anchor tags:

  • <a href="javascript: alert(’test’)">click here</a>
  • <a href="http://example.com/test.jpg" onmouseover="alert('test')”>click here</a>
  • <a onmouseover="alert('test')" href="http://example.com/test.jpg">click here</a>

If you're using an external knowledge base, where your content developers are authoring content in an external CMS, you can use the same HTML tags listed above.

The HTML tags render in Conversation Builder's Preview tool and in the Web messaging/chat window based on the capability of the respective tool, window, and channel in use. Be sure to test in the target channel to verify support.

Restore an earlier version of an article

In an internal knowledge base or an external knowledge that uses LivePerson AI, whenever someone changes an article’s content – that is, the title, the summary, the detail or a content URL – a back-up of the previous version of the article is automatically created. The system stores the three, most recent back-up versions that have been created, and you can restore one of these if desired.

Note the following:

  • You can only restore an earlier version of the article’s content (title, summary, detail and content URLs). To change any other article property, you must modify the article directly.
  • When applicable, a back-up version is also created due to a sync of updated content.

To restore an earlier version of an article

  1. Open the knowledge base, and use the Search box at the top of the page to find the article.

  2. Click the icon that's displayed on the right.

    The system displays the current version and the previous version of the article’s content. The date shown for each version reflects when it was created. The name shown is the user who created that version of the article.

    To display a different, earlier version (the last three are available), click the dropdown arrow beside Previous Version, and select the version from the list.

  3. Review the earlier version. To restore it, click its Restore button.

    This changes the current version so that it’s now the most recent back-up version, and the back-up version that you selected now becomes the current version of the article.

Delete a knowledge base

Deleting a knowledge base is a non-recoverable action, so be certain about doing so before taking this action.

Before you delete a knowledge base, ensure it isn't being used in any Knowledge Base integrations.

To delete a knowledge base

  1. Open the knowledge base.
  2. Click Settings in the upper-left corner.
  3. Scroll down and click More Options.
  4. In the Delete Knowledge Base section, click (Delete icon).
  5. In the confirmation dialog, click Yes.