Managing a knowledge base

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A knowledge base is a collection of information imported from a variety of sources that a chatbot will use to respond to customer queries. A knowledge base can be created manually, from CRM API connections, or by crawling a public-facing website.

When creating a knowledge base, each type has specific customizations to let you control what content is pulled in. For example, Zendesk allows you to select specific categories or articles to exclude from crawling so that they are not included in responses to your customers.

Crawling a knowledge source is how the system retrieves and stores relevant information for your knowledge base. When creating a new knowledge base, the system will automatically trigger an initial crawl to pull in the information. After this, you can set a schedule for all of your knowledge bases to be recrawled at a regular cadence. Manual knowledge bases do not have a concept of crawling and will not be updated unless done manually.

This article covers:

Prerequisites for managing a knowledge base

  • Account owner or admin privileges; or relevant role/privilege
  • Basic, Pro, Business, Education, or Enterprise account
  • Zoom Virtual Agent license

Supported knowledge base types

  • API Connected Knowledge Bases: The API connection will first need to be created in the Integrations page and will be selectable when creating a new knowledge base. Once connected and customized, our system will be able to automatically recrawl your system based on your schedule to keep it up to date without the need for additional intervention. To edit the content, you will need to make changes within the CRM knowledge base that we are crawling.
  • Manual Knowledge Bases: A manual knowledge base allows you to upload a CSV to add information in bulk. After creating the knowledge base, new items can be added individually and existing items can be edited.
  • Website Knowledge Bases: These are knowledge bases connected to a public-facing website that contains relevant information for a customer. An example of this would be an FAQ page that lists a number of issues and solutions. Once connected and customized, our system will be able to automatically recrawl this page based on your schedule to keep it up to date without the need for additional intervention.

How to create a knowledge base from a CRM API connection

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click AI Management and then Knowledge Base.
  3. Click Add Knowledge Base.
  4. Select an API connector type from the drop-down menu.
  5. Click Add.
  6. In the Add new Knowledge Base by Integration dialog box, you can do the following:
    • Enter a display name for your knowledge base.
    • Remove categories you don't want to include in your machine learning model.
    • Set extraction rules to show images or videos.
  7. Click Add.

How to create a knowledge base manually

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click AI Management and then Knowledge Base.
  3. Click Add Knowledge Base.
  4. In the Add Knowledge Base dialog box, click Create a manual Knowledge Base instead.
  5. In the Upload from CSV file dialog box, you can do the following:
    • Enter a display name for your knowledge base.
    • Select or drag a CSV file with knowledge base content to be used by any of your chatbots.
      Note: You can download a sample CSV file to show the required formatting or skip the upload to manually add the knowledge content.
  6. Click Upload.
    You will see the list of articles the chatbot will use to respond to customer queries.
  7. (Optional) If you select Skip Upload, click Add Article and enter the following:
    • Title: This could be a question that the customer can enter into the chatbot.
    • Content: This could be the answer to the customer's question entered into the chatbot.
    • Category (optional): Enter a category which best describes the topic of the article.
    • URL (optional): URL of the article.
  8. Click Save.

How to edit or delete a knowledge base

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click AI Management and then Knowledge Base.
  3. To the right of the knowledge base, click the ellipses icon and then click one of these options:
    • Edit: Change knowledge base’s settings.
    • Delete: Delete the knowledge base.

How to edit or delete a knowledge base article

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click AI Management and then Knowledge Base.
  3. Click the display name of the knowledge base where the article you want to edit or delete is added.
  4. To the right of the article, click the ellipses icon and then click one of these options:
    • Edit: Edit the article settings.
    • Delete: Delete the article.

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