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 Talkdesk 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
- Intercom
- ServiceNow
- MS Sharepoint
- Web Crawler
- File Upload
Creating a Knowledge Base
To create a new Knowledge Base, please follow these steps:
- On the left sidebar select Knowledge Management [1].
- Open the side panel on the left and click External Sources [2].
- Click on the button Connect new source [3].
- Select the “Knowledge source type” from the options in the dropdown [4].
- Fill out the Connection Settings. To know more, read the following section.
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.