FAQ Knowledge [v4.8.2]

For versions:4.8.2

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FAQ Knowledge

FAQ Knowledge is a library that includes information about a product, service, or topic to answer frequently asked questions (FAQs) submitted by the customer. FAQ knowledge page allows your team to create FAQ Knowledge that will help your bot or agents answer customers more quickly and provide seamless customers support.

  • Login as ‘Trainer‘, for the 3Dolphins SRM login mechanism, do the steps described on the “Login” page,
  • Go to Bot Settings and click the FAQ Knowledge menus, then you will see a FAQ knowledge page such as images below.

Component explanation of FAQ Knowledge :

IconName of ComponentDescription
Knowledge Upload TemplateKnowledge upload templates that enable trainer to provide a common structure for create FAQ Knowledge use .xlsx file.
Clone ModuleThe trainer can cloning of module knowledge.
Remove ModuleProcess to remove knowledge module. If there is knowledge in a module, it means you will remove all knowledge in that module.
Rebuild KnowledgeProcess to rebuild knowledge from existing knowledge. For example if there is a knowledge crash, such as the bot not responding when the knowledge is executed.
Edit KnowledgeProcesses for updating the knowledge.
Remove KnowledgeThe trainer can remove of FAQ Knowledge.
View Bot ListTo view Bot list.

Create New FAQ Knowledge

The FAQ Knowledge feature makes it easy for you to create knowledge base that you can create manually or through file uploads.

Create Manual Knowledge

In the upper right corner, click the ‘New Knowledge‘ button. Then, system will direct you to page of new FAQ Knowledge, such as images below.

Field component explanation :

Field NameDescription
Knowledge titleTitle of knowledge that you are currently create on.
Knowledge questionFrequently asked questions (FAQs) about a product, service, or other topic.
Answer setA list of answers that will be added as an answer pattern. Here you can sort answers or delete answers.
User answerIf you’re going to add the bot answer using text, you can enter a text message here.
Attach your textButton to attach text that you have entered in the user answer field.
Attach digital assetButton to attach digital asset on the digital library. Digital Library is a module that can make your Bot conversations more varied than standard text messages by adding cards, options, images, document, audio and video with text in one message.
Attach surveyThis button allows the customer to choose an answer or response to the message sent. For example, you can use this feature to make sure if a customer wants to cancel a complaint or to find out how satisfied the customer is with your service.
Field component explanation :
1. Message : Question message that will be sent in survey.
2. Like Label : ‘Like’ label for answer from question survey.
3. Dislike Label : ‘Dislike’ label for answer from question survey.
Attach quick replyQuick replies provide a way to show a set of buttons in a conversation. When a quick reply is tapped, the buttons are dismissed, and the title of the tapped button is posted to the conversation as a message.
Field component explanation :
1. Message : Text message that will be sent with the quick replies button
2. Title : The text to display on the quick reply button.
3. Payload : Custom data that will trigger sending a message.

Type the question of knowledge and press ‘Enter‘. Then, 3Dolphins will automatically mapping words into primary terms and secondary terms. Click ‘Plus‘ button to add the question pattern.

Write your answer in the “user answer” field. You can add emoji in text messages, or to make your Bot conversations more varied than standard text messages, you can attach digital assets, surveys or quick replies.

In the Knowledge, one question can be multiple answers, but the bot will issue a random answer.

In the answer set section you can sort answers or delete answers by clicking on the ‘‘ or ‘‘ icon, and you can also delete answers by clicking on the ‘‘ icon. To add answer pattern, click ‘Add‘ button.

When FAQ Knowledge pattern is ready, at the bottom side, click save knowledge button. 

Then, you will see a pop up of knowledge setting such as images below. Enter module name and click save button.

Field component explanation :

Field NameFunction
LanguageTo choose language to be use.
ModuleTo save knowledge on an existing module or to save knowledge in a new module.
ContextTo limiting FAQ (Only user with the same context can access)
EffectiveTo set effective date of the knowledge used,
ExpireTo set expire date of the knowledge used,

If the knowledge has been saved, you will see a successful notification. To make sure FAQ knowledge is success added, you can search the FAQ knowledge based on question or title.

Use File Upload

This feature allow make it easy for you to add multiple knowledge at one time using file uploads. First, you need to download the template file in the upper left corner. This template that you will use to enter knowledge information, to uploaded in the 3Dolphins application.

Open the downloaded knowledge template file. Then, enter the knowledge information required like module, title, question, context, language, answer, etc.

If the knowledge is already, click the Upload button to upload the file, then you will see pop-up to upload knowledge and click Choose button. Then, you will be directed to find files in local storage. Select the file and click the Open button.

If the template knowledge is successfully uploaded, you will see a successful notification, and to make sure FAQ knowledge is success upload, you can search the FAQ knowledge based on question or title.

To implement the knowledge you have created into the bot, attach the FAQ to the bot by going to the Bot Manager page, then selecting the bot and clicking the FAQ button. After that, find the knowledge module you have created and click on the Attach button.

FAQ Knowledge Contextual

FAQ Knowledge contextual is used to display knowledge according to context or conditions. To activate the FAQ knowledge contextual function, when creating knowledge and save it, enter context in the knowledge setting.

At the ‘Bot Manager‘ page, select bot and activate contextual bot by clicking the ‘On‘ toggle.

Make sure that the FAQ Knowledge that will be used is already attached in Bot. Click emulator button ‘‘ and you will see a pop up of emulator bot. Enter what user might says and click ‘‘ icon. If the context field is empty, 3Dolphins will display unrecognized message like the image below.

However, if the context is filled in, the bot will display the answer to the question that was entered,like the image below.

How to Show Fallback

The function of show fallback is to unknown response from 3Dolphins chatbot can be showed at fallback list, so user can easily to train that knowledge.

In the upper right corner, click the ‘Show Fallback‘ button. Then, you will see a pop up of list fallback, and you can view fallback based on range date.

Component explanation :

ComponentFunction
Include fixed fallbackTo display list fallback include fixed fallback
Exclude fixed fallbackTo display list fallback exclude fixed fallback.
include emulator in fallback list To display list fallback include emulator in fallback list
Exclude suggestion in fallback listTo display list fallback exclude suggestion in fallback list.
Include suggestion in fallback list To display list fallback intent include suggestion in fallback list.

Remove FAQ Knowledge

Sometimes you need to remove the knowledge from a system when it’s no longer needed. In the FAQ Knowledge feature, you can remove knowledge manually one by one or remove all knowledge based on modules.

For example, when you need to delete some knowledge contained in the chit-chat module, you need to select the knowledge that you will delete by searching for the knowledge based on the title or question knowledge, then clicking the remove icon. Then, you will prompts to confirm the remove request, click ‘Yes‘ to proceed remove knowledge, or you can click ‘No‘ to return to the list FAQ Knowledge page.

However, if you want to delete all the knowledge contained in the chit-chat module, you can click the remove icon on the module. Then, you will prompts to confirm the remove request, click ‘Yes‘ to proceed remove module, or you can click ‘No‘ to return to the FAQ Knowledge page.

Or you can also re-save some of the knowledge you still need to another knowledge module before you actually delete that module.

Macro First Name and Last Name

3Dolphins have macro commands for special field like “customer name”, “firt name”, “last name”, and “bot name”.

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