# Create Knowledge Base

## **Import From CSV**

The Bulk Upload feature lets you import **multiple Knowledge Base articles** (such as Articles, FAQ, Information, and Known Errors) via CSV files. It supports template download, data validation, and error handling for missing fields, duplicates, invalid file types, empty files, and oversized uploads.

**Step 1:** Go to the Knowledge Base page and click **Create Knowledge Base → Import from CSV**.

![](/files/6f232a21045e3ed8ae8fec4ce540aef4dd238991)

**Step 2:** Select the required category type, then click Download CSV File to download the empty template for preparing article data.

![](/files/21e9f9e5bc109b6116d22cb29aeae7b20a3044a2)

**Step 3:** Open the downloaded CSV file and fill in the required fields.

* Title and Content must be provided.
* **Status** must be either **New or Published.**
* If the article is marked **Private,** add at least one **User, Team, or User Tag.**
* Dates must follow the **YYYY-MM-DD** format.
* Emails, tags, and URLs must be separated using semicolons (;).
* **Save** the completed file in **.csv** format.

**Step 4:** Upload the prepared CSV file. Map each column to the corresponding system field on the Column Matching screen, then continue.

![](/files/1e55df51761b22a1295bb73274db11de4de46b8e)

**Step 5:** The system validates all records. If there are issues—missing fields, duplicate titles, invalid file type, empty data, or oversized file—relevant error Messages are shown.

<figure><img src="/files/097d893f90c6601662901b67019866b106fd22e3" alt=""><figcaption></figcaption></figure>

**Step 6:** Download invalid records if needed. Only valid entries will be imported.

Click **Proceed with Valid Records** to continue.

![](/files/48fc70373682efea569cc71a49cd03e7cfc9c9a4)

**Step 7:** Once the import is complete, the system shows **“CSV uploaded successfully.”** The imported articles will be added to the Knowledge Base and can be reviewed or updated.

### **Attaching KB Articles in Email to Ticket Response**

Automatically attaches relevant Knowledge Base (KB) articles to response emails when incidents or requests are created from inbound [emails](/infraon-help/infinity-user-guide/infraon-configuration/infraon-automation/mail-automator.md). It uses AI-based similarity matching to identify and include the most relevant KB articles, helping users resolve issues faster without manual intervention.

#### **AI-Generated Knowledge Base Article**

AI-generated Knowledge Base articles provide structured issue-resolution content based on similar incidents or requests. Users can view key details, such as the problem description, root cause, and solution, in a predefined format.

The Knowledge Base article page displays the following sections:

<table><thead><tr><th width="224.4000244140625">Label</th><th>Description / Example</th></tr></thead><tbody><tr><td><strong>Tags</strong></td><td>Displays relevant tags associated with the issue for quick identification and search (e.g., report generation, error message, application issue).</td></tr><tr><td><strong>Problem Detail</strong></td><td>Provides a clear description of the user's reported issue.<br><br><strong>Example:</strong> Unable to generate reports when clicking on 'Generate Report', resulting in an error message.</td></tr><tr><td><strong>Root Cause</strong></td><td>Displays the identified or suggested cause of the issue. If the cause is not determined, it may appear as Unknown.</td></tr><tr><td><strong>Solution</strong></td><td>Provides recommended steps to resolve the issue.<strong>Example:</strong> Update the application to the latest version, verify access permissions, clear the cache, and restart the application.</td></tr><tr><td><strong>Views / Likes / Comments</strong></td><td>Displays user interaction metrics, such as views, likes, and comments, for the article.</td></tr><tr><td><strong>Feedback Section</strong></td><td>Allows users to provide feedback on whether the article was helpful using Yes or No options.</td></tr><tr><td><strong>Comment Section</strong></td><td>Enables users to add comments or additional inputs related to the article.</td></tr></tbody></table>

**Additional Information**

* AI-generated articles are automatically structured to include key sections such as problem, root cause, and solution.
* Tags help in quick filtering and identification of similar issues.
* To control or manage the creation of AI-generated Knowledge Base articles, refer to the [Feature Configuration](/infraon-help/infinity-admin-guide/infraon-platform/feature-configuration.md) module.

{% hint style="info" %}

* KB matching is restricted to the organization scope.
* Attachments in emails (PDF, DOCX, etc.) are also processed for context.
* Personally identifiable information (PII) is sanitized during processing.
* The feature requires the Marketplace [GenAI ](/infraon-help/infinity-user-guide/marketplace/gen-ai.md)service to be configured.
  {% endhint %}


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# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.infraon.io/infraon-help/infinity-user-guide/knowledge-base/create-knowledge-base.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.