Best Practices for Utilizing Tiledesk Knowledge Base Effectively

Optimize your Tiledesk Knowledge Base with content clarity, hybrid search, regular testing, analytics, and version control.

The Tiledesk Knowledge Base (KB) is a powerful and flexible tool that can store and index various types of content—not just for customer service, but for a wide range of business applications. Whether you're building AI agents to assist with internal workflows, automate sales inquiries, streamline onboarding, or provide technical guidance, a well-structured KB is essential. By organizing your content effectively and ensuring it's clear and accessible to the system, you unlock the full potential of AI across your organization.

This guide offers best practices to help you optimize your Tiledesk KB for maximum performance and versatility.

1. Supported Content Types

The Tiledesk Knowledge Base supports a wide range of content types to accommodate different use cases. Below are the main types of content that you can upload and how to use them effectively:

• URLs: Use for linking to external content such as articles, tutorials, and product pages.

• Sitemap: Ideal for importing a structured list of URLs in a single upload, enabling systematic indexing.

• Plain Text: Use for concise, textual information that doesn’t require formatting. Best for FAQ-style responses and short articles.

• PDFs & DOCX: Useful for sharing documents, product specifications, or guides. Ensure text is well-formatted for optimal indexing.

• FAQs: These can be created manually or uploaded via CSV files. Best used for structured Q&A content such as product information, support documentation, or company policies.

2. Handling FAQs and Plain Text

• Manual Upload vs. CSV Import: For bulk FAQ uploads, CSV files are recommended. Use separate columns for questions and answers to maintain clarity.

• Textual Content Best Practices: For FAQs or plain text, use direct language and short sentences. Avoid overly complex sentence structures, as this can complicate indexing and comprehension for the AI.

Recommendation:

• If you have product details or company policies, it’s best to use the FAQ format for uploading rather than plain text, as FAQs provide a structured Q&A format that is easier to index.

3. Use Hybrid Search for Numeric and Structured Data

Tiledesk’s Hybrid search engine—combining full-text and semantic search—is optimized for handling numeric and structured content. Whether you're indexing product specifications, technical metrics, or tabular data, Hybrid Search ensures fast, accurate retrieval and smarter AI responses.

4. Best Practices for Indexing URLs

When indexing URLs, be aware that some web pages are rendered dynamically using JavaScript. The Tiledesk crawler may not be able to access and extract content from these pages.

Recommendation:

• Check for JavaScript Rendering: Before indexing a URL, verify that it doesn’t rely on client-side JavaScript for content display. Use static HTML pages or consider manually extracting and uploading the content as plain text or an FAQ entry if JavaScript is used.

• Leverage Refresh Rate: Keep your AI agents up to date by setting a refresh interval. Tiledesk will automatically reindex the URL at your chosen frequency, ensuring the latest content is always available to your agents.

5. General Tips for Optimizing Your Knowledge Base

• Keep Information Up-to-Date: Regularly review and update content to ensure it remains relevant and accurate.

• Use Clear Naming Conventions: When uploading multiple entries (e.g., CSV files, PDFs), use descriptive names for better content management.

6. Prioritize Content Quality Over Quantity

When creating content for the Knowledge Base, always aim for quality over sheer volume. While it might be tempting to upload large amounts of data, focus on content that is clear, relevant, and useful to your target audience. Ensure that all entries, whether FAQs, documents, or plain text, are well-written and free from redundancy. Avoid uploading repetitive or overly detailed information that might overwhelm users or confuse the AI.

7. Optimize for Searchability

To enhance the AI's ability to find and serve the right information, pay close attention to keywords, tags, and structuring. Use:

• Keywords and Phrases: Make sure the entries use the same language and terms that customers are likely to use. For example, if customers often ask, "How can I reset my password?", include variations like “password reset” or “recover my password” in your content.

8. Use Version Control for Documentation

If you frequently update documentation (e.g., user guides or technical manuals), use a version control strategy. Label document versions clearly (e.g., Product Guide v1.2) and archive outdated versions. This prevents confusion and ensures that customers and the AI have access to the most up-to-date information.

9. Test and Validate Regularly

After uploading new content or restructuring the Knowledge Base, test how well the AI retrieves the information by simulating customer queries. Ask common questions and see if the correct information is served. If not, consider revising the content or adding new entries to fill gaps.

10. Use Analytics to Improve Content

Leverage Tiledesk’s analytics (or external tools if integrated) to identify gaps in your KB. Check for:

• Common Unanswered Queries: Are there questions frequently asked by users that the KB doesn’t address? Create new entries based on these queries. At Tiledesk, we automatically track these questions and populate a dedicated "Unanswered Questions" section in the KB. This helps the support team easily identify gaps and enrich the KB with relevant answers.

• User Engagement: See which articles or FAQs are accessed the most and consider enhancing them with richer content, visuals, or links to related entries.

• Feedback and Ratings: If the platform allows, encourage users to rate the usefulness of KB articles. Use this feedback to refine or expand content as needed.

11. Multilingual Support Made Simple with AI Agent

With Tiledesk’s AI-powered features like Ask Knowledge Base and ChatGPT Task, users get accurate answers in any language—no manual translation or folder setup needed. Multilingual support is now automatic, seamless, and scalable.

By incorporating these additional strategies, you can further optimize your Tiledesk Knowledge Base for accuracy, efficiency, and better overall performance. This will ultimately lead to a more powerful self-service experience for your customers and improve your AI’s response quality.