Knowledge Base Synchronisation across CRMs
Note: All examples of requirements have been fabricated.
Processes
- Comprehensive Ticket to be created with two week lead time.
- AI Team required to be invited to the dashboard.
- Spreadsheet of Collection IDs would be preferred.
Brands
Different Brands/Regions need to be clearly listed in the ticket/spreadsheet.
If the different brands have separate widgets there is nothing further needed.
However, if there are widgets with multiple storefronts, buttons will have to be created before Generative begins to differentiate FAQ collections.
CRM Requirements
Freshdesk
Domain Name and API Key required.
Eg:
Domain: http://customernamesupport.freshdesk.com
API Key: kXnedwvxxxxxxxxxxxxx5K
Kustomer
Domain Name and API Key required.
Eg:
Domain: https://customername.api.kustomerapp.com>
API Key/Token: Large block of characters
Knowledge Base ID: 84199b9g7pb**********
Faq_language: nl
Zendesk
Domain Name and Locale Required:
Eg:
Domain: https://help.customername.com>
Locale: en-gb
Exclusions of Knowledge Base articles would require a tag being applied to them in Zendesk - dg-exclude
Dixa/Elevio
API ID and API Key Required:
Eg:
API ID: Large block of characters
API Key: ed9fffb0q710c76************
For multi brands, a 'brand_name' column or similar type of field would need to be added with a tag, ie: NectarSleep UK.
The field may be called something other than brand_name_column or may need to be created by the customer.
Contentful (In Progress as of June 2024)
API Key and Space ID Required:
Eg.
API Key: HSVOB-xGDZXXXXXXXXXXazjLuyN-JkoasgHq8N
Space ID: dklj14tahuzq
Gorgias
Unable to sync with KnowledgeBase - Gorgias does not support Endpoints for the knowledge base.
FAQs would have to be drawn from a manual Google Sheets upload.
There have been conversations with Gorgias around planned FAQ API Endpoint creation some point later this year (2024).
Oracle (In Progress as of June 2024)
Updated 3 months ago