Talkdesk Knowledge Management™ allows users to create and organize content, and also to connect with external knowledge sources that may already be in use in the contact center.
All content connected to Talkdesk via Knowledge Management is searchable and will be automatically available for other apps such as Copilot (to learn more about Copilot, please check this article).
Once Knowledge Management has been installed, you can connect knowledge bases from the following sources:
- Confluence
- Remote File
- Salesforce
- Zendesk Guide
- C2Perform
- Intercom
- ServiceNow
- MS Sharepoint
- Web Crawler
- File Upload
Creating a Knowledge Base
To create a new Knowledge Base, please follow these steps:
1. Click on My Apps and select Knowledge Management [1].
2. Click on External sources [2].
3. Select Connect new source [3].
4. Select the Knowledge Source type you want to connect with Talkdesk [4].
5. Fill out the form according to the instructions provided for each type, and press Continue when you’re done [5].
Status and Knowledge Base Details
The “Status” and “Knowledge Base Details” settings are available for configuration in all knowledge base types.
- 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 at the specified time intervals,+. Otherwise, the knowledge base will not be indexed or searchable.
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The “Knowledge Base Details” section is composed of the “Name” and “Description” fields. These 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).
- “Ring Group(s) [4]: To restrict the content in your knowledge base to agents in one or more ring groups, please type them below by clicking on the Add Ring Group link. Note: In case you do not add a Ring Group, the content will be accessible to all agents.
- “Language” [5]: Here you can choose the language of the knowledge base content.
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.