To import a .csv, .json, or .xlsx file that contains your question and answer articles, follow these steps:

1. Click Menu > Knowledge > Knowledge Content > Articles.
2. Create a new knowledge base or open an existing one.
3. If you choose to create a new knowledge base, then to import articles, click Import Article.
4. If you choose to add articles to an existing knowledge base, then to import articles, click Create Article > Import Article.
5. From the Import Article dialog box, select the file format in which to import:
   • CSV
   • JSON
   • XLSX
6. Click Next.
7. Do one of the following steps:
   1. Drag and drop the file that you want to import into the Select a CSV file to upload, Select a JSON file to upload, or CSV, JSON, and XLSX box.
   2. Click the box to navigate to the appropriate location and then select your .csv, .json, or .xlsx file.
8. Click Import. The system automatically checks for any errors in your file and returns a list of items to check before you continue.
9. If the validation check includes no errors, click Import. The system imports the question and answer pairs as individual articles with new or links to existing categories and labels.

To import a question and answer pair from a URL or HTML file, follow these steps:

1. Click Menu > Knowledge > Knowledge Content > Articles.
2. Create a new knowledge base or open an existing one.
3. If you choose to create a new knowledge base, then to import articles, click Import Article.
4. If you choose to add articles to an existing knowledge base, then to import articles, click Create Article > Import Article.
5. From the Import Articles dialog box, click Import FAQ from a Web page. The Import FAQ from a Web page opens.
6. Under Source, select the option you want to import:
   • URL Import: Import from the given URL
   • HTML Import: Import from the uploaded HTML file
7. If you choose URL Import, follow these steps:
   1. Under Enter FAQ URL, add the URL.
   2. Click Find. The system imports the question and answer pairs from the URL that you provide.
8. If you choose HTML Import, follow these steps:
   1. Under Upload HTML file, add the file name.
   2. Click Select File.
   3. Navigate to the HTML file location and select it. The system imports the question and answer pairs from the uploaded HTML that you provide.
9. For both URL and HTML import, if you see that some FAQs did not import, follow these steps:
   1. Click Locate missing FAQ.
   2. Enter an example of a missing question.
   3. Click Find. The system attempts to return the missing FAQ.
10. Select the questions and answer FAQ pairs that you want to include, or leave the default Select all unchanged, and click Add to Knowledge Base.

The system imports the question and answer pairs as individual articles. 

Import a knowledge base file

Validate an imported knowledge base file

To export a file that contains your question and answer articles, follow these steps:

1. Click Menu > Knowledge > Knowledge Content > Articles.
2. Open the knowledge base that contains the articles that you want to export.
3. Click Export . The Export Knowledge dialog box opens.
4. Choose the format in which to export the knowledge articles:
   • CSV
   • JSON
   • XLSX
5. Select the articles that you want to export:
   • To export all articles in the knowledge base, leave the default All articles setting unchanged.
   • To export articles from a specific time period, click the calendar at the end of the Start and End boxes and select the time frame from which to export the articles.
6. Click Export. The system downloads the articles into a .json file and returns a message when complete. You can select to download the file from the message link.