Knowledge Base Manager - Role Overview

The knowledge base manager role provides access to the AI Console in a way that the user can perform tasks related to maintaining and optimizing the knowledge base.

The Knowledge Base Manager holds an extremely important role, as they are responsible for ensuring that the Knowledge Base is kept up-to-date and optimized with the most effective and relevant information, which guarantees the smooth running of the Digital DX AI system and effective customer service.

The Knowledge Base Manager performs their tasks the Knowledge and Search Optimizer pages. These tasks comprise searching for unanswered questions (articles) and ensuring that they are given an accurate and appropriate answer, writing new answers, editing existing answers, merging existing answers, adding phrasings to articles and adding synonyms.

Managing the Knowledge Base comprises several tasks which should be performed on a regular basis. You are responsible for general "housekeeping" of Search Optimizer, by maintaining it daily. This involves deleting unnecessary questions, merging questions asked in a different manner to previous questions with existing answers that also fit them, and adding new answers.

The tasks of the Knowledge Base Manager are all intended to optimize the Knowledge Base:

  • Optimize the Knowledge Base
  • Finding questions that require answers (Filtering, Answering, Merging and Phrasings)
  • Adding to and enhancing the Knowledge Base (Writing new answers, publishing existing drafts)

Optimize the Knowledge Base

This is the main task of your daily activities as the Knowledge Base Manager. You must use Search Optimizer to ensure that the Knowledge Base reflects the most accurate and up-to-date information, in order to best serve your customers. You can access Search Optimizer under Voices > Search Optimizer. See What is Search Optimizer? and How to use Search Optimizer to learn more about it.

Write and publish answers

You can write a brand new answer or you can enhance an existing one, and then publish it to the Knowledge Base.

Write New Question/Answer
  1. In the AI Console, go to Knowledge > Add Article.
  2. Write the question, using the most appropriate language for the subject to make the question as accessible as possible to as many customers as possible.
  3. Write the answer.
  4. Click Publish.
Publish draft answers to the Knowledge Base
  1. In the AI Console, go to Knowledge > Articles .
  2. Click the question that you want to publish.
  3. In the Article Editor, click Publish.
Manage phrasings
When you merge answers, Phrasings (or keywords) are added to the Knowledge Base. Phrasings group questions together that are related to similar content, but which are phrased slightly differently. The Knowledge Base can recognize this and provide the correct answer automatically. Phrasings can also be added manually, although Search Optimizer 2.0 adds the phrasings from merged questions automatically.