Talkdesk Knowledge Management™ is an AI-powered Knowledge Base that brings an integrated layer of Knowledge to your enterprise. It uses and organizes knowledge, taking into account how critical it is to have up-to-date and reusable information across an enterprise.
Knowledge Management also supports the ability to bring 3rd party content - see article External sources - so that products like Copilot or Autopilot receive the most accurate information, whether managed inside Talkdesk Knowledge Management or from 3rd party sources.
It can be accessed via Talkdesk Workspace by simply clicking on the icon.
Prerequisites
Access to the product is provisioned upon subscription to Autopilot or Copilot. Older legacy editions included the product standalone, but this is no longer supported.
If you are using the Talkdesk Copilot application with Knowledge Management, you will have the capability of making search queries to Knowledge Management content and get answers without needing to open Knowledge Management. The same applies to Autopilot-mediated interactions, where the content is seamlessly surfaced in Digital or Voice Autopilots directly off of your Knowledge Base.
Access and Permissions
To manage which team members have access to Knowledge Management, please follow these steps:
1. Log in to your Talkdesk account and select Admin.
2. Click on Roles and Permissions.
3. Select the More options icon to grant permissions to a member of your team, and choose the Edit permissions option.
4. Once you’re finished, click Save changes [6].
If you need more information about roles and how to grant permissions, please visit the Knowledge Base article dedicated to Roles and Permissions.