Best practices

Review our best practices for creating knowledge bases.

Add an internal knowledge base

1. Access the KnowledgeAI™ application.
2. Click Add Knowledge Base in the upper-right corner.
3. On the AI Enabled tab of the window that appears, specify the following:
   • Knowledge base name: Enter a display name for the knowledge base.
   • Domain: If you plan to use our powerful AI Search to retrieve articles that match consumer utterances, skip this setting. But, if you intend to train the articles to match utterances using Natural Language Understanding (NLU), you can specify the domain that contains the intents here. The field is optional when adding the knowledge base; this allows you to advance the creation of the knowledge base's content without having to consider the domain beforehand. Learn more about search methods.
   • Language: Select the language of the content. Make an accurate selection here; this helps text-based searches to work as expected and will help with regard to future enhancements related to text-based searches. Learn about language support and multilingual support.
   • Content source: If you intend to add articles manually, leave this blank. Otherwise, specify a source. If the source is an external KMS/CMS, you'll need to integrate it with KnowledgeAI. For all other source types, use the controls provided to specify what to import. Learn how to import content.

4. Click Save.

   This creates the knowledge base.

   If you're integrating with an external KMS/CMS, when prompted, use the Copy icon to copy your account ID, the knowledge base ID, and the client secret to the clipboard. (The client secret is used by Workato to authenticate with KnowledgeAI.) Paste the info somewhere for easy reference. Don’t skip this step. You can always get the knowledge base ID from the Settings page for the knowledge base. But, for security reasons, this is the only opportunity to get the client secret.

   If you imported content, the articles created are enabled by default. This means they will be returned by knowledge base searches via a Knowledge Base integration once you add one. You can disable articles on a per article basis.

Download a knowledge base

Download of a knowledge base creates a CSV file.

Use cases

• You want to create a copy of the knowledge base by downloading it and then adding a new knowledge base using the CSV as the import file.
• You want to move or copy the knowledge base to another environment.
• You want an extra measure of back-up, so you plan to archive the CSV file for safekeeping.

To download a knowledge base

1. Open the knowledge base.
2. In the upper-left corner, click Settings.
3. Scroll down to Download knowledge base.
4. Click (Download icon).
5. Follow the browser prompts to access and save the CSV file to a location of your choice.

Convert Knowledge Base intents to Domain intents

Knowledge Base intents are a legacy solution, so conversion is recommended.

When you convert Knowledge Base intents to Domain intents, the system takes each article title in the knowledge base and creates an intent in Intent Manager in the domain that you specify. Additionally, all the intent qualifiers in the articles are converted to training phrases for their respective intents in Intent Manager.

From a workflow perspective, the process of testing the knowledge base and adding/changing training phrases moves from the KnowledgeAI application to the Intent Manager application.

Before taking this action, be certain about doing so. Once you convert the intents, you no longer see and can no longer use Knowledge Base intents in the affected knowledge base. Also, this action irreversibly modifies the domain that you select as described above.

To convert from Knowledge Base intents to Domain intents

1. Open the knowledge base.
2. In the upper-left corner, click Settings.
3. Click More Options, and scroll down to the Intent association section.
4. Click Convert to Domain intents.

5. In the dialog that appears, select the domain.

   • If, within the knowledge base, you’re already using entities from an associated domain, select that domain here.
   • If you select a domain that uses the deprecated LivePerson (Legacy) NLU engine, you are encouraged to subsequently convert the domain to the LivePerson engine as soon as possible. There are many benefits to using the LivePerson engine instead of the LivePerson (Legacy) engine. While the legacy engine stil works, it's no longer supported apart from security updates.
   • While you can select from all existing domains regardless of the NLU engine that it uses, if you instead create a domain on-the-fly in this step, you can only create a domain that uses the LivePerson engine or a third-party engine.

6. In the confirmation dialog, click Confirm.

   This converts the intents and associates the selected domain.