This document describes the knowledge base configuration shared by agents and bots.
Knowledge base features
The knowledge base configuration lets you add knowledge that agents can quickly search for and reference in the Cloud Customer Service System. If you have a chatbot, you can share this knowledge base with it. This lets you directly query the chatbot's knowledge base. The system automatically queries for knowledge from the relevant business scope based on the chatbot knowledge base attached to your channel.
You can use the knowledge base configuration to manage knowledge base instances. Knowledge base instances are shared between agents and bots. If you enable a bot instance, you can directly reuse the knowledge base that you configured for the bot.
Using the knowledge base
For more information about using the knowledge base, see the following documents:
Knowledge base management: FAQ management
Knowledge category management: FAQ category management