Knowledge base
A searchable library of help articles that powers both search and the AI assistant, with semantic retrieval and helpful votes.
The Knowledge base (/knowledge) is your workspace's library of help
articles - how-tos, policies, FAQs. Users read and search it, and the
AI assistant draws its answers from published
articles.
Stappenplan voor het instellen van meerstapsverificatie met de authenticator-app, inclusief back-upcodes.
Cache legen, profiel opnieuw laden en de juiste gateway kiezen - in die volgorde.
Welke goedkeuring je nodig hebt per applicatie en hoe je de aanvraag indient.
Het standaardassortiment, de levertijden en wat je doet met je oude apparaat.
Badge koppelen, follow-me-printing en wat te doen als een opdracht blijft hangen.
Versleutelde verbinding, schermvergrendeling en hoe je phishing herkent en meldt.
The AI assistant searches the same knowledge base and answers questions with citations back to the right articles:
Leeg eerst de cache van de VPN-client en laad daarna het verbindingsprofiel opnieuw…
Kies altijd de gateway van je eigen regio; een verouderd profiel veroorzaakt verbroken verbindingen…
Reading & searching
Every signed-in user can browse and search published articles. Search is semantic: published articles are automatically chunked and vector-embedded, so you find answers by meaning, not just keywords - "reset my credentials" finds the password article. It's also multilingual: a question asked in another language still finds the right article, and the AI assistant answers in the user's language.
Found an article useful? Give it a helpful vote - votes show authors which articles earn their keep and which need work.
Articles
| Field | Purpose |
|---|---|
| Title | The article name. |
| Content | The body (rich text). |
| Category | Grouping, shared with case categories. |
| Tags | Free-form keywords to aid discovery. |
| Published | Only published articles are visible to users and used by the assistant. |
Creating & editing (staff)
Agents, Admins and Owners author the knowledge base:
- Go to Knowledge → New article.
- Write a title and rich-text content, pick a category, add tags.
- Publish when ready. Publishing triggers the chunking and embedding that make the article searchable and citable by the assistant.
- Edit later at any time; unpublish to take an article out of circulation without deleting it.
Publishing matters twice over: it makes the article visible to users and lets the AI assistant ground its answers in it. Keep drafts unpublished until they're ready. If the assistant says it can't answer something, that's a gap worth filling with a new article.
Import from a document
Staff can build the knowledge base straight from an existing PDF - a handbook, a policy manual, a product guide - via Knowledge → Import from document:
- Upload a PDF (or pick one already in the document library); it's stored in a Knowledge sources folder there.
- The AI restructures it into focused draft articles - split by topic, sized for retrieval. It preserves every operational detail (steps, amounts, deadlines) and converts tables to markdown; it does not summarize.
- You review each proposed article: edit the title, category, and content, then accept (creates an unpublished draft) or discard.
- Accepted articles carry a source document link back to the original PDF - handy for diagrams and visuals the text refers to.
Nothing is published automatically: imported articles go through the normal review-and-publish flow.
Knowledge gaps & AI-drafted articles
Every new case is scored against the published knowledge base at creation. Under Admin → Knowledge gaps, Admins and Owners see which categories collect questions the knowledge base can't answer - with counts and sample case titles. A Draft article button turns up to five resolved case threads from a gap into an AI-written draft article. Like everything the AI writes here, it's created unpublished for an editor to review, edit, and publish.
Who can do what
| Action | Member | Agent | Admin | Owner |
|---|---|---|---|---|
| Read & search published articles | ✓ | ✓ | ✓ | ✓ |
| Vote an article helpful | ✓ | ✓ | ✓ | ✓ |
| Create articles | ✗ | ✓ | ✓ | ✓ |
| Edit / publish / unpublish | ✗ | ✓ | ✓ | ✓ |