Knowledge Base is a new application where you can create, manage, and search any content that you would like to share across your organization and/or with your customers.
Through Knowledge Base, you ensure knowledge is documented and used by both your agents and online customers. This means knowledge base articles can be shared both internally and externally.
For example, you can integrate Knowledge Base with the Agent panel in Conversations, our cloud contact center solution. This helps your agents access important information like manuals of frequently asked questions when communicating and helping out customers.
Additionally, any changes in the Knowledge Base are immediately available to agents and clients on all supported communication channels in Conversations (except Email, Voice and Video, and Zalo).
On the Infobip platform, the Knowledge Base management application is a shared component of Conversations.
Knowledge Base Management
Manage your knowledge base and its content. Our application offers rich text editing. Within a single UI, you can manage content and tags.
Indexing and Search
All content published in Knowledge Base is indexed to allow Agents easy full-text search Context Card for Conversations.
Use unlimited repository for storing any important information like manuals, training materials, marketing campaigns, etc.
Any text-based content created in the Knowledge base management application is stored and indexed in the database. Any data objects like images, PDFs, Microsoft Word, or Microsoft Excel documents are stored on separate storage for easy access. However, any text-based content is copied into the database as well for indexing and search purposes.
There is tenant support within the database. Every client can then access their own content.
Access content through the Knowledge base app or Context Card in Conversations.
At this phase, there are no access restrictions to any content or activities within the Knowledge Base management application.
Before Getting Started
Before getting started, you will need to have an Infobip account to start setup. Please log in or create an account to continue setup.
Contact our Sales team or your dedicated Account Manager to enable Knowledge Base.
Knowledge Base, as a full-featured product, is currently available with Conversations.