Manage the Knowledge Base

The Knowledge Base page lists the knowledge items in a hub. Use it to check what Pluno knows, to add answers of your own, and to remove anything that should not be used.

What you see in the list#

Each row carries a badge that tells you where the item came from.

Confluence and Notion content does not appear in this list. You manage it on its own pages.

Find an item#

• Search. Type in the Search... box. Pluno looks through questions, answers, page content, URLs, ticket text and ticket IDs, and every word you type must match.
• Filter. Use All, FAQs, Web Pages or Ticket to narrow the list by type.

The All view shows FAQs first, newest at the top, then web pages, then tickets. The list shows 25 items per page.

Add a question and answer#

Add a question and answer when you want Pluno to give one specific answer, for example for a policy that is not written down anywhere else. Deflection AI trusts these over every other source.

1. Open Knowledge, then Knowledge Base.
2. Select Add.
3. Under Where do you want to add knowledge?, choose Question & Answer.
4. Enter the question under Question.
5. Select + Add Alternative Formulation for each other way a customer might ask the same thing.
6. Write the answer under Answer. You can format it with Markdown, and the Markdown preview shows the result as you type.
7. Select Save.

The new answer is available to Pluno almost immediately.

Edit an item#

1. Select the pencil icon on the row.
2. Change the question, the phrasings or the answer.
3. Select Save.

Delete items#

• One item. Select the trash icon on its row, then confirm with Delete.
• Several items. Tick their checkboxes, select Delete N selected items, then confirm with Delete.

You can also press Cmd+A or Ctrl+A to select every item on the page, and Cmd+D or Ctrl+D to delete the selection.

Keep tickets and pages out of Pluno's knowledge#

Deleting a Ticket or Web Page item removes it from Pluno's answers right away. Pluno rebuilds its ticket knowledge every day and re-crawls web pages on a schedule, so an item you deleted can come back if its source still exists.

To keep something out for good, remove it at the source:

• Tickets. Go to Settings, then Data Privacy, and add the ticket's group under Excluded ticket groups. Pluno blocks tickets assigned to those groups and deletes the copies it already has. See Data privacy settings.
• Web pages. Remove the source, or narrow its start URL, under Web pages and files.

Notices on this page#