Knowledge Base

The Knowledge Base section in Tools allows you to view and manage knowledge base articles from your connected help desk (e.g., Notion, Confluence, Zendesk). These articles can be linked to criteria for AutoQA to reference during evaluations, ensuring agents follow company policies and procedures.

Important: You cannot edit knowledge base articles within Intryc. This is a read-only integration. All edits must be made in your source knowledge base system, and changes will automatically sync to Intryc.

Only admins can view and link knowledge base articles.

Understanding the Knowledge Base Dashboard

The Knowledge Base dashboard shows all synced articles from your connected help desk.

Column Definitions

• Title: The article's name (e.g., "Calibration Consolidated View," "Quality Assurance," "Product areas")

• Created at: When the article was created in your knowledge base

• Updated at: When the article was last modified in your knowledge base

• Source: Where the article is hosted (e.g., "Notion")

• Linked criteria: Shows which criteria reference this article for AutoQA

  • Example: "Investigation and Solution" or "Investigation and Solution +1 more"

• Delete icon: Removes the article from Intryc (does not delete from source)

Key Features

• Search by name: Find specific articles quickly

• Pick a date range: Filter articles by creation date

• All sources: Filter by knowledge base source if you have multiple connections

• All criteria: Filter to show only articles linked to specific criteria

• Add new article button: Manually sync a new article from your knowledge base

• Pagination: Navigate through multiple pages of articles (e.g., "Page 1 of 4" showing "31 articles")

What to do next

• Link relevant articles to criteria to improve AutoQA accuracy

• Review articles that are linked to multiple criteria to ensure they're still relevant

• Remove outdated articles that are no longer in use

• Check the updated timestamps to identify articles that may need review in your source system