Overview

The Knowledge Assistant allows agents to connect with and query Knowledge Base(s) in real time. By implementing Knowledge Assistant, agents can reduce the number of tabs or pages they need to reference to answer a user’s question. It helps replace the “swivel chair” problem by empowering agents with a conversational interface to ask questions about a topic and get AI-powered answers instantly.

Core Features

• Topics
• Knowledge Sources
• Zingtree Workflows

Connection Types

1. Document Uploads
2. Knowledge Sources
   • Connecting to various Knowledge Bases
   • Zingtree folder structures (adding a conversational layer across content nodes)

Topics

A Topic is essentially a folder or organizational layer to group themed articles or resources. Example topics could be:

• Tier 1 Agents
• Sales Development Representatives

Within topics, you can add articles, resources, or connections to knowledge bases (Salesforce, Zendesk, Confluence, SharePoint, etc.).

Topic Names can be shared by both document uploads & knowledge sources. To cross reference resource types, ensure the Topic Name is the same when created in both the Document Upload (Knowledge Assistant) and the Knowledge Source (Knowledge Base).

Creating a Topic with Document Upload

1. Ensure you have access to Zingtree’s Knowledge Assistant (contact your CSM if the tab is missing under Apps & Integrations).
2. Navigate to the Apps & Integrations tab in your Zingtree Dashboard.
3. Select the Knowledge Assistant tab in the left-hand navigation.
4. Click the green ADD button.
5. Enter your intended topic name and press Enter/Return.
6. Provide a name for the source, add a description, and upload the file.
7. Click Save and start experimenting with the Knowledge Source as it queries and cites relevant documents.

Supported File Types

Zingtree supports the following file types for upload:

• TXT, JSON, PDF, DOC, DOCX, JPEG, PNG

Maximum file size: 5MB

Knowledge Sources

Zingtree integrates with four major external Knowledge Bases:

1. Salesforce
2. Zendesk
3. Confluence
4. SharePoint

Creating an External Knowledge Source Connection

1. Navigate to the External Sources tab under Apps & Integrations.

   

2. Provide the connection details:

   • Authentication type (API Key, OAuth2, etc.)
   • URL/Domain
   
3. Create a Topic Name and connect the relevant documents.

4. If your Connector is for Salesforce Knowledge, define the language here:

   

Querying Zingtree Workflows

Content nodes in your Zingtree workflows can be queried just like external knowledge bases. To create a conversational AI layer:

1. Select the Zingtree Connector from the Knowledge Sources tab.
2. Create the relevant Topic Name.
3. Select the folders to include under this Topic Name.

Zingtree Workflows
Enabling Knowledge Assistant on Individual Workflows

The Knowledge Assistant is currently only accessible from within a Workflow. To enable it:

1. Navigate to Settings within a Workflow.
2. Enable the Knowledge Assistant option.

Knowledge Base Limitations

• Size Limit: Maximum file size is 10MB per upload.
• Supported Formats: TXT, JSON, PDF, DOC, DOCX, JPEG, PNG.