You might already have an internal knowledge base with a wealth of information unique to your organization. Integrating with your knowledge base lets Resolve use this information to make smarter decisions during an investigation and provide better information to your end users.
Step 1: Add the integration
- Go to Settings > Knowledge Bases > Add Connection.
- Select your knowledge base provider and enter the required information for the connection
- Click Test to ensure that the connection works correctly before saving.
Step 2: Choose which areas of the knowledge base Resolve uses
Resolve only reads and uses the areas of the knowledge base you allow it to access. You can set the level of access independently for:
- Agent chat: Resolve uses information from the knowledge base when responding to end users in the Resolve chat interface. You should enable this for knowledge base content suitable for end users such as onboarding guides. You should not enable this for sensitive content, or information that is not suitable to be shared with your end users.
- Investigations: The information can be used when Resolve runs an investigation for an issue. You should enable this for technical content that will help Resolve better understand your technology, or content that describes how to troubleshoot commonly reported IT issues in your organization.
To set Resolve's level of access:
- After you've added a knowledge base integration, click the Manage Spaces folder icon for that integration.
- For each area of your knowledge base, decide whether to allow access for Agent chat and Investigations by selecting the checkboxes.
- Click Save
Step 3: Enable it
After you've set up your integrations and configured Resolve's level of access, you can now give your approval to allow Resolve to start using the knowledge base integrations.
To do this, enable Allow Resolve to use knowledge bases during investigations