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Manage knowledge bases

A knowledge base is a named collection of your documents that agents can search when they answer questions. Use the Knowledge Base screen to create knowledge bases and keep them organised. Knowledge bases belong to your whole account, and you can attach any knowledge base to any agent.

To open the screen, go to Agent Ops → Knowledge Base.

Before you start​

Everyone in your account can see, create, rename and delete every knowledge base in the account, including ones that other people created.

Find a knowledge base​

The screen lists every knowledge base in your account. The count next to the Knowledge Base heading shows how many there are.

  • View: select Tile view to show a card for each knowledge base, or List view to show a table.
  • Search: type in Search knowledge bases… to show only knowledge bases whose name contains what you type.
  • Sort by: choose Last modified to show the most recently changed first, or Name to sort from A to Z.
  • Pages: the screen shows 10 knowledge bases per page. Use Previous and Next to move between pages.

Each tile shows the number of Files and the date the knowledge base was Added. List view shows these columns:

ColumnWhat it shows
NameThe knowledge base name. Select it to open the knowledge base.
FilesHow many files the knowledge base holds.
Created atWhen the knowledge base was created.
Last modifiedWhen the knowledge base last changed.
ActionsThe actions menu for the knowledge base.

Dates are shown in your own time zone.

Create a knowledge base​

  1. Select Create Knowledge Base.
  2. In Name, enter a name your team will recognise when they attach it to agents. The name can be up to 80 characters.
  3. Optional: in Files, choose one or more documents to upload now. You can also create the knowledge base first and upload documents later. For the file types you can use, see Upload and search documents.
  4. Select Create Knowledge Base.

While ScoutIT AI saves the knowledge base, the button shows Creating & indexing….

Rename a knowledge base​

  1. Open the actions menu (⋮) on the knowledge base and select Rename. If the knowledge base is already open, select Rename next to its name.
  2. In Name, enter the new name.
  3. Select Save name.

Agents that use the knowledge base keep working. Its files and search results don't change.

Delete a knowledge base​

  1. Open the actions menu (⋮) on the knowledge base and select Delete.
  2. Read the window before you confirm. It tells you how many files will be removed and lists the agents and other items you can see that use the knowledge base.
  3. Select Delete knowledge base.

Deleting a knowledge base permanently removes all of its files and everything indexed from them, and detaches it from every agent that uses it. Items you don't have access to aren't listed in the window, and deleting the knowledge base affects them too.

Attach a knowledge base to an agent​

You attach knowledge bases to agents from the agent builder, not from this screen. One knowledge base can be attached to many agents. See Agents.

What happens next​

A new knowledge base appears in the list. If you uploaded files, a message confirms that the upload started, and ScoutIT AI indexes the files in the background. Open the knowledge base to follow each file's Status.

Troubleshooting​

MessageWhat to do
Enter a name for the knowledge base.Type a name before you save.
A knowledge base with this name already exists. Pick a different name.Names must be unique in your account, whatever their capitalisation. Choose another name.
Use a name of 80 characters or fewer.Shorten the name. Names with accented or non-Latin characters can reach this limit sooner.
Couldn't create the knowledge base. Please try again. or Couldn't rename the knowledge base. Please try again.Wait a moment and try again.
Your files were not kept — a browser will not let a page re-fill a file picker. Please choose them again.Something on the form needed fixing. Your typed name is kept, but you need to choose the files again.
This knowledge base isn't available.Someone may have deleted it. Close the window and reload the list.
Deleting didn't complete. Close this and reload the list to see its current state.Close the window, reload the list, and try again if the knowledge base is still there.

If a problem continues, contact support.