Other tips for curating a good Knowledge Base

If you're looking for more info beyond What content should I add to my KB?, look no further!

  • The most important rule is: Garbage in, garbage out. The eliminator works by retrieving the most relevant content from your Knowledge Base when answering questions, and then making slight tweaks to ensure that the new question is answered fully. However, if your knowledge base answers are phrased poorly or are ambiguous, then sure enough, the Eliminator will return poorly-phrased and ambiguous answers!
  • Building the KB from past questionnaires with detailed answers (rather than simple "yes/no" answers) can help the questionnaire eliminator generate better answers for you.
  • If your Knowledge Base content varies depending on the product the customer is evaluating, make sure you use Product Lines! Otherwise, the Eliminator will not be able to scope its answers to only the relevant content.
  • A lot of questionnaires include "layups" like "When was your company founded?" or "What is the name of the software we are buying?". Might as well put those in your KB to save time.
  • There is no need to have "every possible way a question can be asked" represented in your Knowledge Base. Our Search AI is smart enough to make those associations, which means less content for you to maintain. The goal is to have one question/answer pair per topic.
  • Avoid uploading data with references to specific customers (such as, "No, we would never compromise GloboCorp's data!"). Customer-identifying information gets sanitized by ConveyorAI, but you might as well keep your Knowledge Base clean if anyone is directly copying from it.
  • Avoid including specific dates when possible. For example, it's easier to keep this question up to date: "We complete penetration testing annually. For the latest copy, see Conveyor portal" than it is to keep this up to date: "Last penetration test was 09-01-2022"
  • Don't just use the KB to respond to questionnaires - turn the tables on your customers! Share questions publicly or with approved customers (see Q&A access levels) so your midmarket and SMB customers can self-serve their own answers.
https://docs.conveyor.com/docs/other-tips-for-your-knowledge-base
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