How can we help?

Agent Assist Configuration: Knowledge Base Management

Follow

The Agent Assist Configuration is an administration application that allows you to easily connect existing knowledge bases to Agent Assist and then edit and test them as needed. Once Agent Assist Configuration has been installed, you can connect knowledge bases from the following sources:

Please read below for more details.

 

Creating a Knowledge Base

To create a new Knowledge Base, please follow these steps:

AA_icon.png

  1. Click on My Apps and select Agent Assist - Configuration [1].

AA_configuration_1.png

  1. Click on New Knowledge Base [2].
  2. Select a “Knowledge Base type” from the dropdown list [3].
  3. Hit Continue [4].
  4. Fill out the form according to the instructions provided next for each type, and press Create when you’re done.

Status and Knowledge Base Details

The “Status” and “Knowledge Base Details” settings are available for configuration in all knowledge base types.

image11.png

  1. In "Status” [1] use the toggle to activate/deactivate the knowledge base. If it is set to "Active" (green), the knowledge base will be indexed and updated, otherwise, the knowledge base will neither be indexed nor updated.
  2. The “Knowledge Base Details” section is composed of the “Name” and “Description”. These fields provide an easy way to identify each created knowledge base and understand its purpose:
    • Name [2]: Enter a unique name to identify the knowledge base (1-64 characters, non-blank).
    • Description [3]: Add a description detailing the purpose of the knowledge base (1-160 characters, non-blank).

Connection Settings

The “Connection Settings” section provides the required data to connect (and authenticate, if needed) to a knowledge base. This section’s fields vary according to the type of knowledge base being created. The following subsections contain information on the “Connection Settings” of each knowledge base type.

 

Confluence

The Connection Settings for Confluence consist of four mandatory fields:

image-3.png

  1. Confluence base URL [1]: Add the Atlassian domain that your company is using (e.g., https://mycompanyinc.atlassian.net/).
  2. Confluence space(s) [2]: Add a list of Confluence spaces with knowledge base articles to be extracted:
    • The space names must only consist of alphanumeric characters (1–255 characters).
    • Minimum of 1 space and maximum of 10 spaces.
  1. Username [3]: Add the email address of the Confluence user account that will be used to extract the knowledge base articles (1–255 characters).
  2. API token [4]: Add the API token of the Confluence account. It must include only alphanumeric characters (1–255 characters).

 

Remote File

The Remote File option allows you to connect to a web-based ZIP file:  

image10.png  

  1. URL [1]: Add the URL where a zip with the articles is stored (e.g., https://mycompanyinc.drive.com).

Please visit the Remote File Configuration article for detailed information on how to configure this setting.

 

Salesforce

Salesforce’s Connection Settings consist of seven mandatory fields. For more information on how to get the required data in Salesforce, please read the article Agent Assist Configuration: Salesforce Connection Settings.      

image4.png

  1. URL [1]: Add the URL of the Salesforce account where the knowledge base articles are located (e.g., https://mycompanyinc.my.salesforce.com).
  2. Username [2]: Enter the email address of the user associated with the account added in the previous field (1–255 characters).
  3. Security token [3]: Enter the user password from Salesforce, with the Salesforce security token appended at the end:
    • Characters may be alphanumeric, blank spaces, or one of these special characters: ! " # $ % & ' ( ) * + , - . / : ; < = > ? @ [ \ ] ^ _ ` { | } ~
    • 24 to 255 characters allowed.
  1. Login URL [4]: Enter the login URL for the type of Salesforce instance (e.g., test.salesforce.com or login.salesforce.com).
  2. Grant Type [5]: Add the grant type that is used as the authentication method (e.g., password).
    • Use only alphanumeric characters, “-“, “:“, or “_“.
    • 8 to 44 characters allowed.
  1. Client ID [6]: Enter the ID of the Agent Assist Connected App:
    • Use only alphanumeric characters, “.” or “_”
    • 8 to 256 characters allowed.
  1. Client secret [7]: Enter the secret of the Agent Assist Connected App.
    • Use only alphanumeric characters.
    • 8 to 256 characters allowed.
  •  

 

Zendesk Guide and Zendesk Support

The Zendesk Guide and Zendesk Support Connection Settings are almost the same: the difference is that one will extract articles from Zendesk Guide and the other will extract information from the tickets in Zendesk Support. The Connection Settings contain three mandatory fields.

image1.png

  1. URL [1]: Add the URL of the Zendesk account where the knowledge base articles or tickets are located (e.g., https://mycompanyinc.zendesk.com).
  2. Username [2]: Enter the email address of a user authorized to access the articles/tickets in the Zendesk account previously indicated (1-255 characters).
  3. API token [3]: Enter the API token or user password of the Zendesk account that has been previously indicated (6-255 characters).

 

C2Perform

The C2Perform Connection Settings is composed of two mandatory fields:

image6.png

  1. URL [1]: Enter the URL of the current version of C2Perform API (e.g., https://app.c2perform.com/api/mykb_pages_all_v1.php).
  2. Account authorization key [2]: Enter the authorization key from C2Perform.

 

Oracle Service Cloud

The Oracle SvC Connection Settings is composed of three mandatory fields and one optional field:

image3.png

  1. URL [1]: Enter your REST Server URL (e.g., https://help.<company>.com).
  2. Username [2]: Add the username of the account used to access the Oracle SvC Answers API (1-255 characters).
  3. Password [3]: Enter the password of the account used to access the Oracle SvC Answers API (1-20 characters).
  4. SQL Query (optional) [4]: If you wish, you can enter a SQL query to filter Answers and exclude them from indexation by Agent Assist (1-255 characters):
    • e.g., to filter out answers that are not in a “Public” state: statusWithType.statusType.lookupName = 'Public'.

 

Refresh Settings

For all sources, the “Refresh Settings” define when and how frequently the knowledge base should be reindexed so that the information is up-to-date.  

image12.png  

  1. Initial time [1]: Select the date (including hours and minutes) of the first time the knowledge base should be reindexed.
  2. Period [2]: Select how frequently the data should be reindexed.

 

Testing a Knowledge Base

After creating a knowledge base, you can test the connection:  

AA_Configuration_2.png

  1. Go to the main page, locate the knowledge base you wish to test, and click the Run test button [1].

 

Updating a Knowledge Base

To update an existing Knowledge Base, please follow these steps:

AA_Configuration_3.png

  1. Go to the main page, locate the knowledge base you wish to edit, and click the pencil icon [1].
  2. Change the data as you see fit. The fields need to be filled according to the instructions above for each source.
  3. When you’re done, hit the Save button in the top-right corner.

 

Deleting a Knowledge Base

To delete an existing Knowledge Base, please follow these instructions:

AA_Configuration_4.png

  1. Go to the main page, locate the knowledge base you wish to delete, and click the trash icon [1].
  2. To confirm the deletion, simply select Delete Knowledge Base [2] in the pop-up window.

 

For additional support, please contact your Customer Success Manager or Talkdesk Support

All Articles ""
Please sign in to submit a request.