Managing Knowledge

As your product evolves, your Knowledge Base should evolve with it. Marketrix provides tools to filter, assign, refresh, and manage your knowledge items.

Filtering knowledge items

The Knowledge page lets you filter your content by type:

• All — View all knowledge items (documents and videos).
• Documents — View only document-based knowledge items.
• Videos — View only video-based knowledge items.

Assigning knowledge to agents

Knowledge items must be assigned to agents before agents can use them. To assign knowledge:

1. Select one or more knowledge items from the Knowledge page.
2. Link them to one or more agents.

An agent will only reference knowledge that has been explicitly assigned to it. You can assign the same knowledge item to multiple agents.

Note

Newly uploaded knowledge is not automatically assigned to any agent. After uploading, remember to assign it to the agents that need it.

Previewing knowledge

Click any knowledge item to preview it inline:

• Documents are rendered for quick review directly in the dashboard.
• Videos can be played back within the preview panel.

Refreshing URL-imported knowledge

If a knowledge item was imported from a URL, you can refresh it to pull the latest content from the source. This is useful when the original document is updated and you want agents to have the most current information.

Deleting knowledge items

To delete a knowledge item, select it and choose the delete option.

Caution

Deleting a knowledge item removes it from all agents it’s assigned to. Any agent that was referencing that item will no longer have access to its content. This action cannot be undone.