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.

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

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.

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.

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

Click Proceed with Valid Records to continue.

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. 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:

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

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 module.

• 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 service to be configured.