You can create and use a knowledge base that stores a set of predefined questions and answers, or articles, to respond to queries. Think of a knowledge base as a library of stored information, in this case articles, or FAQs, that respond to customer questions. You can format your answers with bold, italic, underscore, or bulleted lists. You can also add images and video content to enhance the knowledge response.

When you add a knowledge base, you can add new question and answer articles. After you create your knowledge base and question and answer articles, you can surface knowledge for your customers.

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