Navigating the Admin: Knowledge base

This section of the user guide is focused on understanding the knowledge base. To help you navigate the article we have broken it down into the following sections:

• General Library
  • What is the General Library?
  • Who has access to the General Library?
  • How do I view the General Library?
• Custom Questions
  • What is the Custom Questions page?
  • Who has access to the Custom Questions page?
  • How do I view the Custom Questions page?
• Question Templates
  • What are Question Templates?
  • Who has access to the Question Templates page?
  • How do I view the Question Templates page?
• Moderation Queue
  • What is the Moderation Queue?
  • Who has access to the Moderation Queue page?
  • How do I access the Moderation Queue page?
• In Review and Drafts
  • What is the In Review and Draft page?
  • Who has access to the In Review and Draft page?
  • How do I access the In Review and Draft page?

General Library

What is the General Library?

The general library is a collection of questions and answers created by Ocelot that are ready to function out of the box. General library content is already partially customized with your institution's terms and URLs. This content can be further customized to your institutional standards as needed.

Ocelot continually monitors and improves the general library by adding or modifying content due to regulatory updates, industry trends, and client submissions.

Who has access to the General Library?

The General Library page is available to individuals with the following permissions: 

For more information on user permissions, review the User Roles & Permissions article.

How do I view the General Library?

Under the Virtual Assistant section, under Knowledge Base, select General Library.

• The General Library page can be searched and filtered by Category, AI Department Model, Office, and Status. 
• The General Library page will display all content that originated from the general library. A badge will display next to the question if the question has been customized or if there is a draft associated with the question. 
  • A "customized" badge will display next to the question if the question has been customized and is now considered a custom question. 
    • To edit a question with the "customized" badge, select the link to the custom question in the banner at the top of the page.
  • A "with draft" badge will display next to the question if a draft exists for the question. The published version will continue to be used within the virtual assistant until the draft version has been published. 
    • When you select edit, it will take you to the draft that has already been edited. To view the published version, select either View (when selecting the question from the General Library page, or select the link the banner at the top of the page.

Best Practice: Instead of customizing directly in the general library, first, test the virtual assistant with your known FAQs and customize based on your testing. This method is more effective and efficient than trying to navigate through the full general library.

Custom Questions

What is the Custom Questions page?

Custom questions include any new questions you have created that are specific to your institution or organization. Custom questions also include completed question templates and any general library content that has been customized.

Your knowledge base of custom questions is collected and maintained on the Custom Questions page of the admin portal. 

If the question is on the Custom Questions page then it is live in your virtual assistant’s knowledge base. Questions can be customized further as needed.

Who has access to the Custom Questions page?

The Customs Question page is available to individuals with the following permissions: 

For more information on user permissions, review the User Roles & Permissions article.

How do I view the Custom Questions page?

Under the Virtual Assistant section, under Knowledge Base, select Custom Questions.

• The Custom Question page can be filtered by Category, AI Departmental Model, Office, Origin, Modified by User, Webhook behavior, Webhook Capability ID, Locked Content, and Status.
  
• On the Custom Question edit page, you can also view the previous 6 revisions of the questions on the Revision History tab. 
  

For more information on how to customize questions, review the Creating and Editing a Knowledge Base Question article.

Question Templates

What are Question Templates?

Question templates are the top questions that Ocelot recommends you customize for your virtual assistant to be as effective as possible. Until you complete your question templates, your virtual assistant will respond from the general library. 

Completing question templates will provide a school-specific experience for your users and reduce the number of Communication Opportunities responses your virtual assistant provides. 

Who has access to the Question Templates page?

The Question Templates page is available to individuals with the following permissions: 

For more information on user permissions, review the User Roles & Permissions article.

How do I view the Question Templates page?

Under the Virtual Assistant section, under Knowledge Base, select Question Templates.

• The Question Templates page can be filtered by Category, AI Departmental Model, Office, and Status.

For information on completing the question templates and best practices, review the Complete Question Templates article.

Moderation Queue

What is the Moderation Queue?

When you submit a new custom question, a team of AI Conversation Design specialists moderates the question to ensure your virtual assistant is operating at its best. 

The Moderation Queue page shows the status of your custom questions as they are being reviewed by this team. 

Who has access to the Moderation Queue page?

The Moderation Queue page is available to individuals with the following permissions: 

For more information on user permissions, review the User Roles & Permissions article.

How do I access the Moderation Queue page?

Under the Virtual Assistant section, under Knowledge Base, select Moderation Queue. 

Questions with a Pending status in the moderation queue will be reviewed within 3 - 4 business days. 

• The Moderation Queue page can be filtered by Category, AI Departmental Model, and Office.

In Review and Drafts

What is the In Review and Draft page?

When editing a question within the knowledge base, you can designate a date to review the question to ensure it is still accurate.

Questions with a review date in the next 30 days will appear on the In Review tab.
 

Users who have been designated to receive the in review notification before will be sent an email 30 days prior to the review date so the response(s) can be approved as-is or changed as needed.  

• If you do not review the question by the date, the question will remain on the In Review page and will remain your knowledge base.
• If you mark the question as reviewed and do not remove/update the Review Date, the Review Date will automatically be set to a year from that date. 
• Once the question has been marked reviewed it will be removed from the In Review page.

Questions saved as drafts will appear on the Draft tab. The most recently submitted questions will appear at the top.  

Who has access to the In Review and Draft page?

The In Review and Draft page is available to individuals with the following permissions: 

For more information on user permissions, review the User Roles & Permissions article.

How do I access the In Review and Draft page?

Under the Virtual Assistant section, under Knowledge Base, select In Review and Draft.

• The In Review and Draft tab can be filtered by Category, AI Departmental Model, Modified by User, and Office.