> For the complete documentation index, see [llms.txt](https://en.help.firstline.cc/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://en.help.firstline.cc/feature/knowledge-base.md).

# Knowledge Base

## Overview

The knowledge base feature allows your team to compile and share expertise. After all, knowledge is power — with this information, you can meet customer needs faster and more efficiently.

## List

Simply select it from the FIRST LINE menu, or click "Knowledge Base" directly from the homepage to access the knowledge base list. Here, you can view all knowledge base information within the company.

![](https://3300265106-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MNRu7dk70ei7JV9HlW9%2F-MNuwMnVuq4tlnX9-39y%2F-MNuzKk-efdKKq0oc9ez%2Fimage.png?alt=media\&token=3fbbe30d-214f-4f6b-bcb8-f5c497b71c13)

## Sharing settings

<table><thead><tr><th width="192">Attributes</th><th>Instructions</th></tr></thead><tbody><tr><td>Public knowledge base</td><td>Choose whether to make this knowledge base public. If public, the chatbot will deliver article content based on customer conversations; if not public, it will not search or deliver.</td></tr><tr><td>Tags</td><td>Set tags for easy filtering and categorization.</td></tr><tr><td>Owner</td><td>After assigning an owner, the knowledge bases shown in the "Service Desk" will be automatically filtered according to the owner associated with each channel integration.</td></tr><tr><td>Category</td><td>Select a preconfigured category to make list filtering and categorization easier.</td></tr><tr><td>Title</td><td>Titles should be concise; typical users can read them within 20–25 characters.</td></tr><tr><td>Content</td><td>Use the text editor to edit content, including uploading images, inserting links and videos, etc. The text limit is 10,000 characters, but note that this includes all formatting characters. For example, if you bold "你好", the actual content will be "&#x3C;b>你好&#x3C;/b>", which will occupy more characters than plain text.</td></tr></tbody></table>

![](https://3300265106-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MNRu7dk70ei7JV9HlW9%2F-MNuwMnVuq4tlnX9-39y%2F-MNvCPMV9Qh6kcTHTxuo%2Fimage.png?alt=media\&token=b8523ffe-4e00-454d-9a41-6b0e00e706bd)

## Statistics

For ratings of this knowledge base article, we use red to indicate negative feedback and green to indicate positive feedback. Ratings are provided by both staff and customers.

![](https://3300265106-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MNRu7dk70ei7JV9HlW9%2F-MclaAVIEGnOVq-vr3eQ%2F-McladgcsSjvW7fBKWli%2Fimage.png?alt=media\&token=d59b5ff2-7dd8-49dc-871f-5235cb85e171)

## Attachments

You can add up to 10 attachments such as files, videos, and photos to each record, and the maximum size for any single attachment is 10 MB.
Attributes	Instructions
Public knowledge base	Choose whether to make this knowledge base public. If public, the chatbot will deliver article content based on customer conversations; if not public, it will not search or deliver.
Tags	Set tags for easy filtering and categorization.
Owner	After assigning an owner, the knowledge bases shown in the "Service Desk" will be automatically filtered according to the owner associated with each channel integration.
Category	Select a preconfigured category to make list filtering and categorization easier.
Title	Titles should be concise; typical users can read them within 20–25 characters.
Content	Use the text editor to edit content, including uploading images, inserting links and videos, etc. The text limit is 10,000 characters, but note that this includes all formatting characters. For example, if you bold "你好", the actual content will be "<b>你好</b>", which will occupy more characters than plain text.