Managing the Knowledge Base

Q&A Pairs

The Q&A Pairs page manages question categories and Q&A pairs. Each question belongs to a question category. A complete Q&A pair includes a question, alternative question, and answer.

• Managing question categories

  Question categories are used to distinguish and manage questions in different scenarios and domains, for example, questions concerning greeting, consulting, or troubleshooting. A maximum of 1,000 question categories are allowed.

  On the Q&A Pairs page, you can manage question categories in the left area, where you can perform the following operations:

  • Creating a question category: Click to create a question category.
  • Deleting a question category: Select an existing question category and click to delete it.
  • Editing a question category: Select an existing question category and click to edit it. Only the question category name can be edited.
  • Updating the question category list: Click to update the question category list.
  • Searching for the desired question category: In the search text box, enter the keyword of the question category name and click .
  • Dragging a question category: Drag a question category or question to the same level or different levels.
  • Adding a sub-category: Move the pointer to a question category and click on the right of the category name to create a sub-category.
• Managing questions

  You can create, edit, and delete questions. The operations take effect immediately. You can import Q&A pairs and modify question categories in batches. You can filter and search for questions by time and question keyword.

  • Creating Q&A pairs
    • Question Category: Select an existing question category from the drop-down list. You can search for created question categories. If no question category is available, create one.
    • Question indicates a user question. A question contains up to 512 characters.
    • Alternative Question: indicates a question similar to the user question, that is, other statements that a user may use when asking a question. Adding alternative questions helps improve Q&A performance. To add an alternative question, click . An alternative question can contain up to 512 characters. A maximum of 200 alternative questions are allowed.
    • Answer: indicates the answer to the question. Answers can be in rich text format and you can set the font, image, and source code.
      • Uploading an image
      1. In the text box, click the image button. The Upload Image dialog box is displayed.
         Figure 1 Uploading an image
         
      2. Select the location of the image to be uploaded.

         Local: If you select this option, steps 3 and 4 are required.

         Internet: If you select this option, enter the corresponding image link and click OK.

      3. Select an OBS bucket.

         The image to be uploaded should be stored in a folder of the OBS bucket. To keep images properly displayed, ensure that the selected OBS bucket has the public read permission.

      4. Select the image to be uploaded and click OK.

• Performing operations on Q&A pairs in batches

  You can modify question categories or delete Q&A pairs in batches.

• Importing Q&A pairs
  1. On the displayed Q&A Pairs page, click Import.
  2. In the displayed dialog box, set parameters as required and click OK.

     File: Select the target Q&A pair file. Only one file can be imported at a time. If you do not know the data format, click the link to download the file template.

  3. After Q&A pairs are imported successfully, all the Q&A pairs will be displayed in the list on the Q&A Pairs page.
• Editing Q&A pairs

  You can edit the existing Q&A pairs based on service changes. The following information about Q&A pairs can be edited: question category, question, and answer.

  1. On the Q&A Pairs page, locate the row where the target Q&A pair resides and click Edit in the Operation column.
  2. In the displayed Edit Q&A Pair dialog box, specify the following parameters as required: Question Category, Question, and Answer.
  3. Click OK.
• Deleting Q&A pairs

  Certain Q&A pairs may become invalid when business changes occur. You can delete one or more Q&A pairs to release resources. Deleted Q&A pairs cannot be recovered. Exercise caution when performing this operation.

  • To delete a single Q&A pair, perform the following operations: In the Q&A pair list on the Q&A Pairs page, locate the row where the target Q&A pair resides and click Delete in the Operation column.
  • To delete multiple Q&A pairs in batches, perform the following operations: In the Q&A pair list on the Q&A Pairs page, select the target Q&A pairs and choose Batch Operate > Delete above the Q&A pair list.