Setting Up and Managing Team-Specific Knowledge Instances

Summary

Discover how to create separate, curated knowledge instances for different teams within your organization. This feature ensures that each team, such as Sales or Customer Support, has a tailored environment with access to only the most relevant data sources and content.

When to Use This

This is useful when different departments in your organization rely on distinct sets of knowledge. By creating separate instances, you can connect a unique combination of data sources for each team, preventing information overload and improving relevance for AI agents.

Setting Up and Managing Team-Specific Knowledge Instances 1880x1326

Step-by-Step Instructions

1. Enable Team Instances: This feature is configured at the account level. Contact support to have separate instances created for your different teams (e.g., Sales Team, Support Team).
2. Switch Between Instances: Once enabled, a dropdown menu will appear in the top-left corner of the user interface, typically under the platform logo. Click this dropdown to see and select the team instance you want to view or manage.
3. Configure Instance-Specific Data Sources: After selecting an instance, navigate to the "Knowledge" dashboard. The data sources you see, connect, or create will be unique to that instance. For example, you can connect a sales-specific CRM for the Sales team instance and a support-ticketing system for the Support team instance.

Common Questions (FAQs)

Why should I create different instances for my teams? Different teams often need different information. A sales team might need product pricing and competitor info, while a support team needs technical troubleshooting guides. Separate instances allow you to tailor the available knowledge for each team's AI agents, making their responses faster and more accurate.

How do I switch between team instances? Use the dropdown menu that appears in the top-left of the application. This allows you to easily toggle between the different team knowledge bases you have access to.

Is content shared between team instances? No, content and data sources are not shared between instances by default. Each instance is a self-contained environment, allowing you to create completely different knowledge setups for each team.

Troubleshooting Tips

• I don't see the dropdown to switch between teams: This feature may not be enabled for your account. You need to contact the platform's support team to have them configure the different instances for you.
• A team member has access to the wrong team's knowledge base: User access and permissions for each instance are managed at the account level. Contact your administrator or platform support to adjust user assignments.