Knowledge base & deflection — found from sitemap — LivePerson

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Facts read from this source

• Article definition Report an error

  “An article is a focused piece of content (a message) on a single topic that you want to serve to consumers.”

• Article basic settings Report an error

  “Title: Enter a complete sentence or question, e.g., "I can't remember my password." or, "Do we have a company org chart?"”

• Intent qualifier uniqueness Report an error

  “An intent qualifier can't be used more than once, i.e., in more than one article.”

• Intent linking optional Report an error

  “Also note that you don’t need to link your articles to intents right away, as the Intent field is optional.”

• Category characters Report an error

  “Use only alphanumeric and underscore characters in the category name; only these are permitted.”

• Category search Report an error

  “Additionally, during a search, AI Search checks the input query against the category.”

• Tags search Report an error

  “During a search, AI Search checks the input query against tags.”

• Article scheduling Report an error

  “Valid From and Valid To: If desired, specify in UTC the dates and times during which the article is active.”

• Content links Report an error

  “You can use the content links in the Advanced Settings of an article to send rich content (hyperlink, audio, image, and/or video) along with an article.”

• Article disabled by default Report an error

  “By default, the article is disabled, which means it isn't returned in knowledge base searches in KnowledgeAI™ integrations.”

• Enabled article activity Report an error

  “an enabled article is returned only if the article is active, i.e., if the current date and time in UTC falls within the time period specified by the article's Valid From and/or Valid To dates, if specified.”

• Html subset Report an error

  “In the Summary and Detail fields of an article in an internal knowledge base, you can use the following subset of HTML tags: <p> and <br> <strong>, <b> and <i> <ul>, <ol> and <li> <a href="">, with support for HTTP, HTTPS, phone (tel) and email (mailto)”

• Article search behavior Report an error

  “If you enter a string and press Enter, the search is performed against only the title. However, if you enter a string and wait for the list of results to appear, that list of results reflects a search of the string against all article content fields (title, summary, detail, tags).”

• Article version history Report an error

  “The system stores the three, most recent back-up versions that have been created, and you can restore one of these if desired.”

• Version backup triggers Report an error

  “whenever someone changes an article’s content — that is, the title, the summary, the detail or a content URL — a back-up of the previous version of the article is automatically created.”

• Content URL json nodes Report an error

  “Content Links → Content contentURL Content Links → Image imageURL Content Links → Video videoURL Content Links → Audio audioURL”

• Summary links html Report an error

  “Additionally, in this field you can use a subset of HTML, but not SSML for use in the Voice channel.”

• Alternative knowledge AI interaction Report an error

  “However, there's a more powerful and simpler alternative that doesn't require a KnowledgeAI integration, namely, use of the Knowledge AI interaction in LivePerson Conversation Builder.”

Scores citing this record

• The Agent Advocate Knowledge base & deflection
• The Data Protection Officer Knowledge base & deflection
• The Shop Operator Knowledge base & deflection
• The Integrator Knowledge base & deflection
• The Skeptic Knowledge base & deflection
• The Support Lead Knowledge base & deflection