> ## Documentation Index > Fetch the complete documentation index at: https://docs.rulebase.co/llms.txt > Use this file to discover all available pages before exploring further. # Manage the knowledge library > Write, import, organize, and refresh the knowledge base documents Rulebase searches when it evaluates a ticket against your policy. 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. Knowledge library list with seven documents and their sources: Rulebase, Web, Zendesk, Scribe, and Notion

Knowledge library list with seven documents and their sources: Rulebase, Web, Zendesk, Scribe, and Notion

## Before you start * The library lives at [Knowledge > Library](https://app.rulebase.co/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](https://app.rulebase.co/settings/connections). Connecting alone does not move any content. ## 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](/guides/integrations/notion). * **Scribe** — guides and knowledge pages, including step screenshots. See [Scribe](/guides/integrations/scribe). * **Confluence** and **Intercom** — pages and help centre articles from those tools. Confluence rides on the [Jira](/guides/integrations/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](/guides/integrations/google-drive) is read by workflows at the moment they run, so it never becomes a library document and is not searchable during evaluation. ## 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. ## 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. Knowledge base document open in read view with the Back and Edit controls above the content

Knowledge base document open in read view with the Back and Edit controls above the content

Editing an imported document is temporary. The next sync from Notion, Zendesk, Scribe, Confluence, or Intercom overwrites the title and body with whatever the source tool says. Fix imported content in the tool it came from; use Rulebase documents for policy Rulebase owns. ## 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**.

Manage knowledge base dialog with one synced source and the Import menu open on Web, Zendesk, Notion, and Scribe

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. Import from the web dialog with a Link field and the Import button

Import from the web dialog with a Link field and the Import button

To import a website directly, choose **New** > **Import from web**, paste its link, and click **Import**. ## 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: | Filter | What it narrows by | | ------------ | ------------------------------------------------------------------------ | | **Source** | Where the document came from — Rulebase, Web, Zendesk, Notion, and so on | | **Section** | The help centre section an imported Zendesk article belongs to | | **Language** | The locale of a Zendesk article, for multilingual help centres | | **Brand** | The Zendesk brand the article belongs to |

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. ## 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. ## 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. ## Related * [Link knowledge to scorecard checks](/guides/quality-assurance/link-knowledge-to-checks) * [Notion](/guides/integrations/notion) * [Scribe](/guides/integrations/scribe) * [Zendesk](/guides/integrations/zendesk) * [Google Drive](/guides/integrations/google-drive) * [Roles and permissions](/guides/roles-and-permissions)