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To create a new knowledge base, follow these steps:

1. Click Menu > Knowledge > Knowledge Content > Articles.
2. Click the Knowledge Base list and then click Create Knowledge Base.
3. Add a name and an optional description for the knowledge base.
4. Select the language in which to gather knowledge content.
5. Click Create. The knowledge base opens to the Knowledge Articles page.

Create a knowledge base

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Create categories for content

To add a category for your knowledge articles, follow these steps:

1. Click Menu > Knowledge > Categories and Labels.
2. Under Category Name, give the new category a meaningful name.
3. (Optional) To nest the new category under a parent category, click the Nest category under list and select the parent.
4. Click Create Category.

Create labels for content

To add a label for your knowledge articles, follow these steps:

1. Click Menu > Knowledge > Categories and Labels.
2. Click the Labels tab.
3. Under Label name, type a meaningful name for the label.
4. Click the Label color list and select the appropriate color to assign to the label.
5. Click Create label.
6. Repeat steps 4–6 for each additional label that you want to add. 

Categories

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Labels

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Add new articles to the knowledge base

To add a new question and answer article to your knowledge base, follow these steps:

1. Click Menu > Knowledge > Knowledge Content > Articles.
2. Create a new knowledge base or open an existing one.
3. Click Create Article. The Question & Answer page opens.
4. Under Question, add the knowledge article question.
5. (Optional) Under Category, select an existing question and answer category from the list.
6. In the Content for the answer box, add the knowledge article answer.
7. Do one of the following:
   • To save the article and continue working, click Save.
   • To save the article and close the knowledge base, click Save & Close.

Import articles into the knowledge base

1. Click Menu > Knowledge > Knowledge Content > Articles.
2. Create a new knowledge base or open an existing one.
3. Click Import. The Import Knowledge dialog box opens.
4. Navigate to your .json file and select the file.
5. Click Import. The system automatically checks for any errors in your file and returns a list of items to check before you continue.
6. If the validation check includes no errors, click Import. The system imports the question and answer pairs as individual FAQs.

Add a new question and answer article to the knowledge base

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Import a knowledge base .json file

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Validate an imported knowledge base .json file

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• Format a knowledge base V2 question and answer article

To format the content in a knowledge base article, follow these steps:

1. Click Menu > Knowledge > Knowledge Content > Articles.
2. Create a new knowledge base or open an existing one.
3. Open an existing question and answer article or create a new one.
4. (Optional) After you add text, format it.
5. (Optional) Create bulleted lists.
6. (Optional) Upload an image to include with the answer.
7. (Optional) Embed a video to include with the answer. 
8. Save the article.

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• Add phrases to a knowledge base V2 article

To add phrases to a question and answer article, follow these steps:

1. Click Menu > Knowledge > Knowledge Content > Articles.
2. Create a new knowledge base or open an existing one.
3. Open an existing question and answer article or create a new one.
4. Under Set up the Question, click the Phrasings tab.
5. Under Phrase, add some words or a sentence that represents another way that a user asks the primary question in the article. 
6. Click Add.
7. To help a user complete the query by generating this phrase as a prediction of the intended question, enable the Autocomplete check box.
8. Do one of the following:
   • To save the article and continue working, click Save.
   • To save the article and close the knowledge base, click Save & Close.

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• Test queries in a knowledge base V2
• Understand confidence levels

To preview and test a question and answer article, perform these steps:

1. Click Menu > Knowledge > Knowledge Content > Articles.
2. Create a new knowledge base or open an existing one.
3. Open an existing question and answer article or create a new one.
4. In the Test Articles pane, enter the query that you want to test.
5. Press Enter.

The knowledge base displays the question and answer. The answer includes a confidence percentage.

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• Publish an article in the V2 knowledge base

After you create and test the knowledge base, publish it.

1. Click Menu > Knowledge > Knowledge Content > Articles.
2. Open the knowledge base that contains the article to publish.
3. If you edit the knowledge article, click Save.
4. Do one of the following:
   • To publish the knowledge article and continue working in it, click Publish.
   • To publish the knowledge article and close it, click Publish and then click Publish & Close.

If the knowledge base publishes without errors, the system returns a message indicating that the publish process completed successfully.