Manage the knowledge library

The knowledge library is where your written policy lives inside Rulebase: refund windows, verification steps, escalation paths, the tone guide nobody can ever find in Notion. Scorecard checks point at these documents, and when AI QA judges whether an agent gave the right answer, this is what it reads.

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Before you start

• The library lives at Knowledge > Library.
• You need a role that can manage the knowledge base: Administrator, Manager, or Team Leader all include it.
• Importing from a tool needs that tool connected first, under Settings > Connections. Connecting alone does not move any content.

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Where documents come from

Every row carries a Source, and it tells you who owns the content and whether Rulebase will overwrite it later:

• Rulebase — written here, by you. Nothing else touches it.
• Web — scraped from a link you supplied, such as a public help centre.
• Zendesk — help centre articles, carrying their section, brand, and locale.
• Notion — one document per shared page. See Notion.
• Scribe — guides and knowledge pages, including step screenshots. See Scribe.
• Confluence and Intercom — pages and help centre articles from those tools. Confluence rides on the Jira connection rather than having one of its own, so if the Confluence option is missing it is Jira you need to connect.

Drive content is read by workflows at the moment they run, so it never becomes a library document and is not searchable during evaluation.

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Write a document in Rulebase

1. Click New and choose Start from scratch. Rulebase creates the document and opens the editor.
2. Give it a title that matches how someone would search for it: Refund and cancellation policy, not Policy v3 final.
3. Write the body. Headings matter more than they look: the evaluator retrieves passages, not whole files, so a document broken into Refund windows, Cancellations, and What to tell the customer returns better answers than one long block.
4. Click Save.

Rulebase indexes the document for search shortly after you save. A document with a title and an empty body is never retrieved, so a stub you meant to fill in later is invisible to every check that points at it.

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Edit or replace what a document says

Open a document from the list, click Edit, change the title or the body, and Save. Cancel discards.

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Import from a connected tool

Imports run from the Manage knowledge base dialog, which is also where you see everything currently feeding the library.

1. Click New > Connect to a source, or the connections icon next to the library search.
2. Open Import and choose the tool. Only tools you have connected appear, so a missing option means the integration, not the import.
3. Follow the tool’s dialog: usually selecting the connected account and clicking Import.

Importing creates a source, starts a first sync, and drops the documents into the library as they arrive. Web is the odd one out: it asks for a link rather than an account, and Rulebase crawls from there. To import a website directly, choose New > Import from web, paste its link, and click Import.

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Find things in a large library

Search sits behind the magnifying glass next to the document count and matches on title. The filter icon beside it narrows the list four ways: Sections, languages, and brands come from Zendesk rather than being set in Rulebase, so those three filters are empty until a Zendesk help centre has been imported.

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Tidy up in bulk

Select documents with the checkbox on the left of each row and a small action bar appears at the bottom of the list:

• Add tag applies one tag to everything selected. Tags become part of the text Rulebase searches, so a tag like refunds on three scattered documents makes all three easier for the evaluator to find. They are not a column or a filter.
• Duplicate copies a document, for when a new policy starts life as a variant of an old one. It is only available with a single document selected.
• Delete file asks for confirmation, then permanently removes what you have selected and clears those document references from scorecard checks.

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Keep imported content fresh

Sources refresh on their own once a day. Open Manage knowledge base to see the state of each one: the row shows Last synced on with a date, or Syncing documents... while a sync is running. The overflow menu on a source row gives you the two manual controls. Sync runs a refresh immediately, which is what you want after a batch of edits in Notion that should not wait for tomorrow. Delete source stops the refreshes; the documents it already brought in stay in the library, frozen at their last synced version. Refreshes update documents in place rather than duplicating them, skip anything the source tool says has not changed, and remove content that has disappeared from the source (an unshared Notion page, an archived Zendesk article) from the library.

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Related

• Link knowledge to scorecard checks
• Notion
• Scribe
• Zendesk
• Google Drive
• Roles and permissions