A knowledge base is grown, not written once. Import your top questions, watch what misses, and keep adding; most teams see a clear jump within two to three weeks.
Initial import
Mine past conversations and your help center for the top twenty questions and import them via the spreadsheet template.
- Collect top questions
- Import via template
- Add similar phrasings
Watch the misses
Review the unmatched-question list weekly and add whatever keeps showing up.
- Clustered unmatched list
- Ranked by frequency
- Merge duplicates
FAQ
Are more entries always better?
No. Overlapping or conflicting entries hurt match quality; keep answers unique.
Can answers differ per channel?
Yes, entries can be scoped to specific channels.