Manage customer agent knowledge sources

Sprocket Co. is an ecommerce company that receives a high volume of queries on their return policy. 

They train customer agent by uploading their returns policy as a knowledge source. When customers ask questions about the return window for an item, the agent consults the knowledge source and explains the applicable requirements without needing to involve a representative.

This helps Sprocket Co. deliver faster, more consistent support while reducing repetitive questions for its customer service team.

When working with the customer agent, it's recommended that you use knowledge sources that:

• Contain common user queries and comprehensive, up-to-date information. For example, FAQs and knowledge base articles.
• Use clear headers and subheaders to organize content.
• Include bullet points and lists for readability.
• Use simple language and avoid overly complex sentences.
• Incorporate common search phrases that customers are likely to use.
• Include variations of key search phrases to improve response accuracy and cover more user search terms.

1. To sync HubSpot content, click From HubSpot.
2. Select the checkbox next to the content you want to add. You can sync knowledge base articles, website pages, landing pages, and blogs.
3. Click Save.

1. To sync external URLs, click Import from public URLs.
2. In the Import public URLs field, enter a public URL. Then, click Add.
3. To sync all associated pages on a domain, toggle the Import related URLs switch on. Up to 5,000 URLs within the domain will be automatically crawled and synced.
4. To manage which pages are crawled, click the Which pages to import dropdown menu and select an option: 
   • All pages on this domain: crawls the domain and subdomain. For example, blog.zenplant.com/help includes zenplant.com, help.zenplant.com.
   • Pages matching this path: crawls only pages under the specified URL path. For example, zenplant.com/help includes zenplant.com/help/guides, zenplant.com/help/faqs.
   • This subdomain only: crawls only that subdomain. For example, help.zenplant.com excludes zenplant.com and blog.zenplant.com.
5. In the Path filtering section, add paths to include such as /support/ or exclude, such as /blog/.
6. Click Add source.

To sync new files:

1. To upload a new file, click Upload a file:
2. In the right panel, search for and select an existing file. Then, click Insert files.
3. Click Upload.

1. In your HubSpot account, click More, then navigate to Service > Customer Agent. If More doesn't appear in your account, navigate to Service > Customer Agent directly.
2. In the left sidebar menu, click Train > Knowledge.
3. Click the files tab.
4. In the top right, click Unused. 
5. Select the checkboxes next to the files you want to sync.
6. Click + Use as source.

1. To create a short answer, click Create a short answer.
2. Use the text boxes to enter the question and answer.
3. Use the icons across the bottom of the editor to modify your text style, insert a link, or add an image. For example, you could add an image or diagram to help explain a process.
   
   
4. Click Create.

Use AI to generate knowledge sources from your resolved tickets, inbox conversations, or uploaded files. AI will group the content into topics and generate Q&A pairs for you to review.

1. To generate knowledge from tickets, inbox conversations, or uploaded files, click Generate knowledge.

2. Follow the steps outlined in this article.