Data Management
Updated
This step helps you define the knowledge sources that power your Agent Copilot’s responses. By connecting internal content such as Knowledge Base articles, documents, historical cases, and guided workflows, you enable the Copilot to generate relevant, contextual answers.
This configuration is part of the "Manage your Copilot" series and lays the foundation for intelligent, data-driven interactions.
To begin, click the View button inside the Data Management tab. The Knowledge Content screen will open, displaying available content types.
Knowledge Content
The Knowledge Content screen allows you to configure and manage the content sources that Agent Copilot uses to generate accurate, contextual, and consistent responses for agents.
Each option on this screen represents a distinct knowledge source or behavior configuration. You can configure these sources individually based on your organization’s requirements. Select Configure next to any option to open its detailed setup flow.
Knowledge Base
Use Knowledge Base to connect Agent Copilot with your existing knowledge articles and categories. This enables the Copilot to continuously learn from structured, approved content and use it to answer customer queries.
Key benefits:
Leverages existing knowledge articles and categories
Improves response accuracy and consistency
Gives you control over what information is shared with agents
For more information, refer to: Configure Knowledge Base for Agent Copilot
Documents
Use Documents to provide additional reference materials that Agent Copilot can use to answer questions. These documents act as supplemental knowledge sources beyond the primary knowledge base.
Key benefits:
Enables learning from uploaded files and documents
Supports diverse content formats
Expands Copilot’s knowledge coverage
For more information, refer to: Add Documents for Agent Copilot
Platform Cases
Use Platform Cases to allow Agent Copilot to learn from historical and ongoing cases. This helps the Copilot understand resolution patterns based on standard and custom case properties.
Key benefits:
Syncs case data for contextual understanding
Supports learning from real-world resolution scenarios
Improves recommendations over time
For more information, refer to: Configure Platform Cases for Agent Copilot
Guided Workflows
Use Guided Workflows to equip Agent Copilot with step-by-step procedural intelligence. These workflows help guide agents through predefined processes during case handling.
Key benefits:
Provides structured guidance during interactions
Ensures process adherence
Reduces agent dependency on manual instructions
For more information, refer to: Choose Guided Workflows for Agent Copilot
Canned Responses
Use Canned Responses to enable Agent Copilot to suggest ready-to-send, brand-approved replies. This ensures quick, consistent, and compliant agent responses.
Key benefits:
Delivers standardized responses
Reduces response time
Maintains brand voice and compliance
For more information, refer to: Configure Canned Responses for Agent Copilot
By configuring the options on the Knowledge Content screen, you ensure that Agent Copilot has access to the right information and guidance, enabling more accurate, contextual, and effective assistance within the Care Console.