2️⃣How to create a Knowledge Base (FAQ)

FAQ is systematized answers to common questions. The user writes questions to the bot and receives an appropriate answer by keywords, or selects a topic and questions in the catalog

Navigation:

1. Creation of categories

2. Creating messages (questions and answers)

3. Enabling the knowledge base

4. An example of the work of a knowledge base in a chatbot

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1. Creation of categories

In the Automation -> Knowledge base –> Categories tab click + Add category button and fill in the required fields:

• Category name

• Parent category (for subcategories)

• Sort – the order in which the category will be displayed in the general list

• Status – Active/Inactive – displaying the category in the bot

Creating categories for the knowledge base (FAQ)

On the left is a clickable panel displaying the category structure.

Clicking on each category will expand its editing.

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2. Creating messages (questions and answers)

In the Automation -> Knowledge base –> Questions/Answers tab click + Add a question button and fill in the following fields:

• Indicate the category to which the message belongs

• Write the title of the question

• Describe the answer, also you can add an image

• Add a list of keywords, separated by commas, by which the user will receive an answer to his question

• Sort – the order in which the question will be displayed in the general list

• Status – Active/Inactive – displaying the question in the bot

Create a question for the knowledge base (FAQ)

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3. Enabling the knowledge base

In the Settings -> Company tab, activate the knowledge base and keyword search:

Setting up the knowledge base (FAQ) on the #jedidesk service

The knowledge base can work separately without searching by keywords.

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4. An example of the work of a knowledge base in a chatbot

The knowledge base and keyword search are displayed as buttons:

Knowledge base (FAQ) in chatbot

Knowledge base (FAQ) in chatbot

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An example of a question-answer in the form of a category:

Knowledge base (FAQ) as categories

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An example of an answer through keyword search:

Knowledge base (FAQ) as a keyword search

Knowledge base (FAQ) as a keyword search