Creating an ideal agent that fulfills the purpose also requires a sufficient knowledge base as a learning guide to automate the required actions cognitively. Knowledge Base or KBs are primarily made for company-specific requirements and compliance.

The knowledge you upload assists the agent in understanding the types of products the organization is handling and how to use them. These knowledge bases help agents determine the relevant content to send during customer interactions and establish the best practices that should be followed. When the customer comes up with a product-related query while engaging with the agent, the agent will extract the relevant details from this knowledge base to respond with the right information.

When the agent is created with a valid understandable knowledge base, it aligns with the given knowledge base, dynamically adapts to different buyer personas, personalizes outreach based on customer data, and maintains a natural, engaging tone.

Scenario 1: If a prompt instructs the agent to send promotional emails for the Best Seller product, the agent recalls the current Best Seller product from the KB and utilizes the information to send emails.

Scenario 2: If a prompt directs the agent to perform an action that violates these policies, the agent will instantly refer to the relevant KB entry prohibiting such action and then politely explain why it cannot carry out the request. 

In Knowledge Base, you can upload the documents with all of the required information like sales collaterals, sales-specific training, compliance or policy guidelines, expert assignments, and product-related information to provide basic product education to the agent.

Working with the Knowledge Base    

Rag API

The RAG API lets you query information from your Knowledge Base (for example, help documents or product manuals). The API retrieves relevant context from the indexed documents and uses the LLM to generate a response that is grounded in that content.

How it works:

• You authenticate requests using your org_id and Zoho OAuth token in the request headers.

• In the request body, you pass your query message along with optional filters such as document_id or knowledge base scope.

• The API searches across the selected knowledge sources, fetches the most relevant context, and returns an answer tailored to that content.

This ensures that the API fetches contextually accurate and relevant answers from the specified document.

Upload to knowledge base   

To upload your files to the Knowledge Base,

1. Navigate to the Knowledge Base tab.

2. Click Upload Files.

In the right panel that appears, choose the way that you want to upload the document for the Knowledge Base. If you want to close the panel, click Discard.

You can upload documents in four different ways.

Upload from Desktop   

If the documents for KB are available in your system cloud, choose this option.

1. Name your document.

2. Click the Upload Files icon and select the documents you want to use to build the knowledge base for the agents.
   

 Note: You can upload PDFs of under 500 KB.

3. Click Upload.

 Zoho Workdrive   

If you have your documents for KB in Zoho Workdrive, choose this option.

1. Click Select File.

2. To upload the document from Workdrive, select the required documents and click Pick.

3. Select the Sync Frequency to choose how often the data should be automatically updated.

4. Click Upload.

Zoho Learn   

If you have your documents for KB in your Zoho Learn hub, choose this option.

1. Select the Sync Frequency to choose how often the data should be automatically updated.

2. Name your document.

3. Select the Hub where you want to access the articles.

4. Choose the Space and Manual, and select the articles.

5. Click Upload.

Web Scraping

This option automatically extracts data from the given URL by scraping it, provided the website allows crawling.

1. Name your document.

2. Select the Sync Frequency to decide how frequently the website should be scraped for updates.

3. Paste your document URL under Import from URL.
   

4. Click Scrape URL.

5. Click Upload.
   

Max Page: The maximum number of pages that the crawler is permitted to view or process. For instance, if Max Page = 100, even if there are more pages available, the crawler will stop processing them after 100.   

Max Depth: The maximum number of link levels the crawler will go from the home page. The Max Depth stops the crawler from delving too far into infinite or irrelevant link chains. 

Note: You can upload files using only one method at a time.

Components of Knowledge Base

Once you have uploaded your file(s), you can check the status of the file in the list view of Knowledge Base.

If you want to look for specific files, click the dropdown on the top-left to choose from

Your Knowledge Bases: Files created by you

Shared with me: Files created by others from your org

All Knowledge Bases: All files created by everyone from your org

Sort

You can sort the files by their names, created time and document size in ascending or descending order.

Filter

You can clear the sorting and filters by clicking the Clear All icon near the Sort and Filter options.

Delete 

The files uploaded to your Knowldgee Base can later be downloaded or deleted.

You can delete a file only if it is not associated to any of the agent versions. Hence, you can delete a KB file only if the associated agent is deleted.