What is Knowledge Base (FAQ) and how does it work?


Knowledge Base allows users to automate responses to frequently asked questions. For example you could set up a KB for "What is the guest wifi?" or "What is our vacation policy?" and then allow your team to easily find answers to these frequent questions.

With Zoom.ai’s expanded enterprise knowledge base, admins can automate and easily configure responses to frequently asked questions that may require multiple questions asked of the user. These typically provide reduced inbound questions of major departments within your organization (consider employees in the HR and IT departments who often take repetitive calls or inbound questions).

You have two different type of use for knowledge base: Simple and Complex.  Learn more below.


Simple Questions

Simple questions - Helping new employees find their way (wifi password, printer code, coworkers contacts, etc), for example:


More complex questions - Locating knowledge within the enterprise, for example:


Step-by-step for simple questions:

  1. Go to https://app.zoom.ai/settings/faq/list;
  2. Click on "+";
  3. Create a topic (Wifi password, for example);
  4. Create a question (What's the wifi password) then hit "save";
  5. Create a variable to be used as a unique identifier to store data. You can give it a meaningful name (e.g. "wificode1").
  6. Create a response ("abcd1234", for example) then hit "save";
  7. Hit "save" on the right upper corner;
  8. While in chat, say "what's the wifi password"
  9. Your automated assistant will then provide you with the answer recorded previously.

Complex Questions

Step-by-step for complex questions:

  1. Go to https://app.zoom.ai/settings/faq/list;
  2. Click on "+";
  3. Create a topic ("Dividends", for example);
  4. Create a question ("What are the dividends") then hit "save";
  5. Go to "questions";
  6. Select "selection" as your "Response Type";
  7. Create a question;
  8. Create a variable;
  9. Input some options ( "Canada, United States, United Kingdom", for example);
  10. Create a "criteria" to ask the next question (Country is equal to "Canada", for example);
  11. Edit your responses;
  12. Hit "save";
  13. Your automated assistant will then provide you with the answer recorded previously.

Interested in learning more? Contact us for a demo today. 

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