Knowledge Base articles are one of the most reliable knowledge sources for BoldDesk AI 2.0 because they are structured, categorized, and continuously maintained within BoldDesk. Once created and published, these articles can be connected to AI 2.0, enabling the system to reference them when generating accurate responses to customer queries.

Use Knowledge Base articles as AI knowledge sources when you want AI 2.0 to deliver answers based on approved, structured, and well-maintained support content.

Knowledge Base articles are especially useful for providing guidance on:

• Product documentation
• Troubleshooting guides
• Setup and configuration instructions
• Billing or subscription information
• Internal agent-only support content
• Published customer-facing help articles
• Brand-specific support documentation

Prerequisites

Before an agent links Knowledge Base articles as AI knowledge sources in BoldDesk AI 2.0, ensure the following:

• The required Knowledge Base articles are created and published.
• The agent has access to the AI Center.
• The agent can access Knowledge Sources and the required library.
• The agent has access to the required brand and Knowledge Base categories.
• The agent’s AI Agent Builder Access is set to Full access, if the agent needs to create, view, edit, or delete AI 2.0 Agents. Explore How to Configure AI Agent Builder Access Permission.

How to Create a Knowledge Base Article in BoldDesk

To create a Knowledge Base article, go to the KB module in the BoldDesk Agent Portal and create a new article using the Create option. Add the required article content, configure the article settings, and publish the article when it is ready.

For the complete step-by-step process, learn more in How to Create and Manage Knowledge Base Articles in BoldDesk.

How to Link Knowledge Base Articles to AI 2.0

After creating and publishing Knowledge Base articles, link them to AI 2.0 so the AI can use them as knowledge sources.

To link Knowledge Base articles to AI 2.0, use the following steps:

1. In the left navigation pane, click the AI icon to open the AI Center.

2. In the AI Center, click Knowledge Sources. This opens the Libraries page in BoldDesk.

3. Do one of the following:

   • To use an existing library, select the required library from the list, click the More options icon, and then click Edit.
   • To create a new library, click Create Library, enter the Library Name and optional Description, and then click Create.

4. In the selected library, click the Knowledge Base tab.

5. Click Add Article.

6. In the dialog box, configure the following details:

   • Name (Required) — Enter a name for the Knowledge Base source.
   • Brand (Required) — Select the required brand if multi-brand support is configured.
   • Category (Required) — Choose whether to include all categories or selected categories. Options include:
     • All Categories — Includes articles from all available categories.
     • Specific Category — Allows you to select one or more categories.
   • Article Visibility — Select which article visibility types AI can reference. Options include:
     • Any User — Public articles.
     • Logged-in Users — Restricted content.
     • Agents Only — Internal content.
   • Number of Chunks — Defines how article content is split for AI processing.

7. Click Add to link the selected Knowledge Base articles to AI 2.0.

   

What Happens After Knowledge Base Articles Are Linked

After Knowledge Base articles are linked to a library, BoldDesk AI 2.0 processes and indexes the article content. The indexed content can then be referenced by AI 2.0 when generating responses, depending on how the library is linked to the relevant AI Agent or AI-supported feature.

Best Practices for Using Knowledge Base Articles as AI Knowledge Sources

To improve AI response quality, follow these best practices:

• Keep article content accurate and updated.
• Use clear article titles that match common customer questions.
• Avoid mixing unrelated topics in one article.
• Use separate articles for separate workflows, features, or troubleshooting scenarios.
• Publish customer-facing content with the correct visibility.
• Use Agents Only visibility for internal content that should only support agent-facing AI responses.
• Review and update linked articles regularly when product behavior changes.

Frequently Asked Questions

1. Can BoldDesk AI 2.0 use Knowledge Base articles as knowledge sources?
Yes. Published Knowledge Base articles can be linked to AI 2.0 through AI Center > Knowledge Sources > Libraries > selected library > Knowledge Base.

2. Do Knowledge Base articles need to be published before they are linked to AI 2.0?
Yes. Knowledge Base articles should be created, configured, and published before they are used as AI knowledge sources.

3. Can I link articles from a specific brand or category?
Yes. When adding Knowledge Base articles as AI knowledge sources, you can select the required Brand and choose either All Categories or a Specific Category.

4. What does the Number of Chunks setting do for Knowledge Base articles?
The Number of Chunks setting controls how BoldDesk splits article content for AI processing. Select a value that keeps related information together while making the content easy for AI 2.0 to retrieve.

5. Is there a limit on the number of Knowledge Base articles I can create in BoldDesk?
No. BoldDesk does not impose a limit on the number of Knowledge Base articles you can create.

6. Can BoldDesk AI 2.0 use existing tickets as knowledge sources?
No. BoldDesk AI 2.0 cannot directly use existing tickets as knowledge sources. However, useful ticket replies can be converted into Knowledge Base articles and then linked to AI 2.0.

Related Articles

1. How to Add Data Sources (Libraries) to AI 2.0 in BoldDesk
2. How to Create and Manage Knowledge Base Articles in BoldDesk
3. How to Add Web Pages as Knowledge Sources in BoldDesk AI 2.0
4. How to Add, Import, and Export Q&A in BoldDesk
5. How to Add Files as Knowledge Sources in BoldDesk AI 2.0