Overview
This document is designed to guide you through configuring the various knowledge bases you wish to implement.
Manage knowledge bases
Access
One the left-hand menu, knowledge base management is accessible in the Agents > Knowledge Bases.
The page displays the list of knowledge bases, their data source and their indexation status:
Powell allows you to configure different types of knowledge bases that can be used directly by your agents to generate accurate and contextual answers.
The following knowledge base types are available:
File libraries
SharePoint
Zendesk
Once created, knowledge bases can be selected and used within your agents.
Create a Knowledge base
1. File libraries
File libraries allow you to upload documents directly and make them available to an agent as a source of information.
After defining a name and a description, you can restrict access to the knowledge base by assigning it to a specific audience. This ensures that only selected users can choose it when configuring their agents.
For this type of knowledge base, only shared access is supported.
To add documents, click Add next to the documents table and upload the files you want to include.
You can also enable OCR to extract text from documents that contain images or scanned content (PDFs, images, etc.).
Note that enabling OCR requires a dedicated AI model.
2. SharePoint
Start by providing a name and a description for the SharePoint knowledge base.
You can optionally define an audience to limit its availability to specific users.
Next, choose how content permissions will be handled when the knowledge base is used by agents:
User permissions
Only content that the end user is allowed to access in SharePoint will be used when prompting the agent.Shared permissions
All selected content is available to any user interacting with an agent linked to this knowledge base.
In this scenario, a service account can be used if required.
In both cases, a permission consent is required. This consent only needs to be granted once.
You can then select:
The SharePoint site to index
The document library
An optional folder, if you want to narrow down the scope (recommended to improve answer quality)
File sizes are limited to 20Mo.
If your content includes images that should be taken into account by the agent, you can enable the Image context (OCR) option.
This allows text contained in images to be indexed and used in answers and requires a specialized OCR model.
3. Zendesk
Powell also supports knowledge bases based on Zendesk Guide content.
To activate a Zendesk knowledge base, provide a title and a description.
You will then need to enter:
Your Zendesk domain name
A Zendesk account
An API key associated
This allows your agents to access and consume content from your Zendesk environment.
Manage knowledge bases
Access
One the left-hand menu, knowledge base management is accessible in the Agents > Knowledge Bases.
The page displays the list of knowledge bases, their data source and their indexation status:
Edit/Delete a Knowledge Base
From the homepage of the knowledge bases, you can simply use the "..." button to the right of each knowledge base to choose to edit or delete it.
This guide provides a clear process for configuring knowledge bases within your Powell Intranet, ensuring efficient integration and management of knowledge to enhance your intranet's informational capabilities.