Knowledge Base Management

Panduan untuk mengelola knowledge base (KB) untuk AI assistant.

Akses Knowledge Base

1. Login ke dashboard

2. Klik menu Automation > Knowledge Base di sidebar

3. Atau akses https://app.malketing.id/automation/kb

Interface Knowledge Base

KB List

Kolom	Deskripsi
Title	Judul artikel
Category	Kategori konten
Source	Sumber konten
Status	Status (Active/Inactive)
Updated	Terakhir diperbarui
Actions	View, Edit, Delete

Menambahkan Knowledge Item

Step 1: Informasi Dasar

Field	Deskripsi	Contoh
Title	Judul/topik artikel	"Cara Melacak Pesanan"
Category	Kategori topic	"Shipping"
Keywords	Kata kunci pencarian	"lacak, pesanan, delivery"
Status	Active/Inactive	Active

Step 2: Konten

Tipe Konten	Deskripsi
Text	Konten teks biasa
FAQ	Format Q&A
URL	Link ke halaman eksternal
File	Upload dokumen

Text Format

Supports:

• Plain text

• Markdown formatting

• Tables

• Lists (ordered/unordered)

• Code blocks

FAQ Format

Format:
Q: [Question]
A: [Answer]

Example:
Q: Bagaimana cara melacak pesanan?
A: Anda dapat melacak pesanan dengan:
   1. Buka website kami
   2. Login ke akun Anda
   3. Pilih menu "Pesanan Saya"
   4. Klik nomor pesanan
   5. Lihat status pengiriman

Step 3: Source Tracking

Source Type	Deskripsi
Manual	Ditulis manual
URL	Diimport dari URL
Upload	Diupload dari file
API	Dari external API

Managing Knowledge Items

Edit Item

1. Klik item di list

2. Ubah konten sesuai kebutuhan

3. Klik "Save"

4. Changes akan segera tersedia untuk AI

Status Management

Status	Ikon	Deskripsi
Active	✅	Used by AI
Inactive	⛔	Not used by AI
Draft	📝	Dalam编辑

Delete Item

1. Klik "Delete" pada item

2. Konfirmasi penghapusan

3. Item akan dihapus permanent

Import/Export

Import from URL

1. Klik "Import" > "From URL"

2. Masukkan URL website/page

3. Sistem akan scrape content

4. Review dan save

Import from File

File Type	Support
PDF	✅
DOCX	✅
TXT	✅
Markdown	✅
CSV	✅ (untuk FAQ)

Cara Import:

1. Klik "Import" > "From File"

2. Upload file

3. Sistem akan parse content

4. Review dan save sebagai knowledge item

Export

1. Klik "Export"

2. Pilih format:

   • JSON

   • CSV

   • PDF

3. Download file

Categories

Default Categories

Category	Contoh Topic
Product	Info produk, spesifikasi
Pricing	Harga, promo, diskon
Shipping	Pengiriman, tracking
Returns	Kebijakan return, refund
Account	Login, password, profile
Payment	Metode pembayaran, invoice
Technical	Error, troubleshooting
FAQ	Pertanyaan umum

Create Category

1. Klik "Manage Categories"

2. Klik "Add Category"

3. Masukkan:

   • Category Name

   • Description

   • Icon (opsional)

4. Klik "Save"

Search & Filter

Search Knowledge

Method	Usage
Text Search	Cari berdasarkan title/content
Keywords	Cari berdasarkan keywords
Category	Filter by category
Status	Filter by status

Advanced Search

Filters:
  - category: "Shipping"
  - status: "active"
  - contains: "tracking"
  - source: "manual"

AI Integration

Training AI

KB content digunakan untuk:

Usage	Description
Response Generation	AI menjawab berdasarkan KB
Intent Detection	Identify topic dari pertanyaan
Suggested Replies	Rekomendasi jawaban
FAQ Suggestions	Auto-suggest FAQ

Sync to AI

1. Perubahan di KB otomatis sync ke AI

2. Latency: ~1 menit

3. Manual sync tersedia jika diperlukan

KB Quality Score

Metric	Deskripsi
Completeness	Seberapa lengkap konten
Clarity	Kejelasan penjelasan
Accuracy	Keakuratan informasi
Freshness	Seberapa recent

Best Practices

1. Writing Style

• Gunakan bahasa sederhana

• Hindari jargon teknis

• Gunakan format yang konsisten

• Sertakan examples

2. Content Structure

Structure	Guideline
Title	Jelas dan spesifik
Introduction	Ringkasan topic
Body	Penjelasan detail
Conclusion	Ringkasan/CTA
Keywords	5-10 keywords

3. Maintenance

• Review KB bulanan

• Update info yang outdated

• Hapus duplicate content

• Consolidate similar topics

4. Coverage

Area	Coverage Target
Top Questions	100% answered
Product Info	Complete
Policies	Up to date
Troubleshooting	80%+ issues covered

Troubleshooting

AI Tidak Menjawab Sesuai KB

Penyebab	Solusi
KB inactive	Aktifkan KB item
Keyword mismatch	Tambah keywords
Content outdated	Update content
Too complex	Simplify explanation

Import Error

Error	Solution
File corrupt	Upload file baru
Format not supported	Convert ke supported format
URL inaccessible	Check URL accessibility
Parsing error	Manual review

Duplicate Content

1. Search untuk similar topics

2. Merge jika perlu

3. Update redirect jika URL berubah

4. Delete duplicates