FAQ Knowledge [v4.9.0]

For versions:4.9.0

Click ‘Download’ button to show summary or download as PDF for offline viewing.

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‘, ‘Supervisor‘ or ‘Administrator‘, for the 3Dolphins SRM login mechanism, do the steps described on the ‘Login‘ page,
  • Go to Bot Settings menu 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 template.
Clone ModuleThe trainer can cloning of module knowledge.
Remove ModuleThe trainer can remove module FAQ Knowledge.
Rebuild KnowledgeProcess to rebuild the knowledge.
Edit KnowledgeThe trainer can edit/update FAQ knowledge to update information.
Remove KnowledgeThe trainer can remove of FAQ Knowledge.
View Bot ListTo view Bot list.

Create New FAQ Knowledge

This section contains instructions on how to create new FAQ Knowledge.

  • At the top right side of FAQ Knowledge, click the ‘New Knowledge‘ button. And 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 topic.
Answer setAttached answers such as text, digital assets, surveys or quick replies by trainers will enter to the answer set section.
User answerIf you will attach the answer text, you can enter the text here.
Attach your textButton to add text that has been inputted in the user answer.

Example answer – text
Attach digital assetButton to attach digital library management. Digital libraries are assets to create or attach knowledge answers to FAQ using images, videos, documents, etc.

Example answer of FAQ Knowledge using digital library.
Attach surveyAllows trainers to create and attach a questions survey in the answer pattern of FAQ Knowledge.


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.


Example answer pattern of survey.
Attach quick replyThe trainer can create and attach quick reply. Quick Replies allow you to get message recipient input by sending buttons in a message. When a quick reply is tapped, the value of the button is sent in the conversation.


Field component explanation :
1. Message : Message text to send with the quick replies.
2. Title : The text to display on the quick reply button.
3. Payload : Custom data that will trigger sending a message.


Example answer pattern of quick reply.
  • Type the question of knowledge and press ‘Enter‘.
  • And then, 3Dolphins will automatically mapping words into primary terms and secondary terms. Click ‘‘ button to add the question pattern.
  • Compose your answer in the box ‘user answer‘ and you can type the answer with an emoji reaction, such as images below.
In the Knowledge, one question can be multiple answers, but the bot will issue a random answer.
  • In the answer set section you can adjust the order of answers by clicking on the ‘‘ or ‘‘ icon, and you can also delete answers by clicking on the ‘‘ icon.
  • To add answer pattern, click ‘‘ button.
  • When FAQ Knowledge pattern is ready, at the bottom side, click ‘‘ button. 
  • And then, 3Dolphins will be redirect you to pop up of knowledge setting such as images below.

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,

Create New FAQ Knowledge Using Upload File

Knowledge upload templates that enable trainer to provide a common structure for create FAQ Knowledge use template. This section contains instructions on how to upload FAQ Knowledge.

  • At the top left page of FAQ Knowledge, click download template knowledge icon ().
  • Type the knowledge on the template has been downloaded, such as images below.
  • After the template knowledge is ready, at the top right of the FAQ Knowledge page, click the upload button.
  • You will see a pop up form of upload knowledge. To find the file, click choose button.
  • Find the file in the local and click the ‘Open‘ button,
  • If the template knowledge is successfully uploaded, you will see a successful notification as shown below.
  • To make sure FAQ knowledge is success upload, you can search the FAQ knowledge based on question or title.

FAQ Knowledge Contextual

  • 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.

  • At the top right of FAQ Knowledge, click the show fallback button,
  • You will see a pop up of list fallback, and you can view fallback based on range date.
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 Knowledge

  • Select knowledge and click ‘Remove‘ button. Then, you will prompts you to confirm the remove request : click ‘Yes‘ to proceed, or you can click ‘No‘ to return to the list FAQ Knowledge page.

Remove Module Knowledge

  • At the left of FAQ Knowledge there is a module list, select module and click ‘Remove‘ button. Then, you will prompts you to confirm the remove request : click ‘Yes‘ to proceed, or you can click ‘No‘ to return to the FAQ Knowledge page.

Macro First Name and Last Name

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

Was this article helpful?
Dislike 0