Mike HeapMike is an experienced Product Manager who focuses on all the “non-development” areas of My AskAI, from finance and customer success to product design, copywriting, testing and more.
Table of Contents
- What Is SharePoint?
- How SharePoint Can Create a Knowledge Base
- How to Build a SharePoint Knowledge Base
- Step 1: Plan Your Knowledge Base
- Step 2: Create a SharePoint Site
- Step 3: Create Pages
- Step 4: Enhance Your Knowledge Base Structure
- Step 5: Enable Collaboration
- What Is SharePoint Knowledge Base Integration?
- How SharePoint Knowledge Base Integration Can Improve Customer Support
- How to Integrate SharePoint Knowledge Base To My AskAI
- Conclusion
Created time
Jul 18, 2024 04:17 AM
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Publish date
Jul 18, 2024
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sharepoint-knowledge-base-integration
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You just completed and launched your business’s software products—great job!
Now, your next endeavor is to share information with customers (and employees) to help them properly install, use, and maintain your product. While you may have already written help documents, manuals, and troubleshooting guides, they might be scattered around your hard drives and inaccessible to your audience.
The solution is simple. Use SharePoint to create an online knowledge base for your business. This will serve as a one-stop destination for accessing all relevant business information, including FAQs, tutorials, walkthroughs, and more.
Even better, SharePoint knowledge base integration can be applied to an AI chatbot or assistant, allowing users to get company-specific information using simple prompts.
What Is SharePoint?
Microsoft SharePoint is a cloud-based platform for creating websites or web pages. You can use it to create, manage, and share a knowledge base or a central repository of all essential and publicly accessible files and documents of your business.
As a part of the Microsoft 365 suite, SharePoint lets you import any files created using Office 365 tools (like Word, OneNote, and PowerPoint) for your knowledge base or export SharePoint-created files into shareable Office documents.
Furthermore, SharePoint fosters a collaborative creation process, as team members can share their documents or update information in the knowledge base. If your members are mostly Microsoft users, onboarding will be simpler since SharePoint is a familiar platform for them.
How SharePoint Can Create a Knowledge Base
SharePoint offers some useful features for creating a knowledge base, such as:
- Folder-Structured Content Organization:SharePoint lets you create multiple customer folders to group relevant files and documents together.
- Cloud-based storage:All content and files (Word, spreadsheets, and PDFs) created via SharePoint are securely stored on the cloud. You can provide access to it to other viewers.
- Collaborative Creation:SharePoint lets you curate technical knowledge from members by providing them permission to view, edit, and share your knowledge base’s content. However, unlike typical wiki sites, a SharePoint knowledge base is not editable by anyone; access must be restricted to people with high-level knowledge about your products and business.
- Microsoft Ecosystem Integration:You can work in SharePoint alongside other Microsoft tools. One of the most useful ones is Microsoft Teams, which fosters seamless team communication and file transfers between platforms.
How to Build a SharePoint Knowledge Base
Here is our step-by-step guide to easily create a functional SharePoint knowledge base:
Step 1: Plan Your Knowledge Base
You can list in a spreadsheet all the informative articles you want to include. Obviously, there should be a “Welcome” or main page, a “Frequently Asked Questions” page, and a sort of “About Us” page.
Then, you can enumerate all the content you want to share with people. For a SaaS product, you should write individual pages for your key features. Then, another set of articles for tutorials like third-party app integrations, troubleshooting processes, analytics reporting, etc.
Step 2: Create a SharePoint Site
Log in to your Microsoft 365 account and access SharePoint. Create a SharePoint site where you will build your knowledge base. Click on “Create a Site” and choose your preferred site template.
Step 3: Create Pages
Create pages by clicking “New” in the main menu, then select “Page”. Edit the page by writing content and adding pertinent media. You can also choose a page template, so all succeeding pages in your knowledge base follow the same appearance.
Basically, each page in your knowledge base will resemble a Wiki page that discusses a particular subject. Make sure to organize these pages in a hierarchical structure. Here’s an example of how to organize pages about a chatbot software’s features:
- Features
- AI-Powered Automated Response
- AI support service
- AI internal knowledge base assistant
- Customization
- Theme and aesthetics
- Tone, voice, and behavior
- Integration
Step 4: Enhance Your Knowledge Base Structure
You can do this by adding a site page library. This lets your reader quickly browse your knowledge base using specific keywords.
Step 5: Enable Collaboration
Permit other users to provide comments or modifications on pages to enhance your SharePoint knowledge base.
What Is SharePoint Knowledge Base Integration?
SharePoint knowledge base integration refers to incorporating a SharePoint-created knowledge base into another application or program. This process lets you access and extract information from the SharePoint knowledge base while working within your third-party application workspace.
How SharePoint Knowledge Base Integration Can Improve Customer Support
According to aBusiness Insider report, companies have found that Gen Z customers prefer AI customer support chatbots. By providing around-the-clock assistance, near-instant accurate responses, and personalized experiences, chatbots are now winning customers’ hearts.
To train AI chatbots, they need data sources like a business’s SharePoint knowledge base. The chatbot platform will scan and learn the content of your knowledge base, enabling it to respond to company-specific customer inquiries.
Take a look atMyAskAI-SharePoint integration.If you have a SharePoint knowledge base and you want to resolve your customer requests quickly, My AskAI’s chatbot can use your SharePoint knowledge base to provide automated assistance. This reduces your agents’ workload and satisfies customers with speedy support service.
Put, using SharePoint knowledge base integration empowers AI-powered customer support by providing clear, accurate, and up-to-date business-specific data to address customer queries.
How to Integrate SharePoint Knowledge Base To My AskAI
If you’re planning to use AI chatbots for customer support, consider My AskAI. This platform creates AI support agents (like chatbots) that you can embed on a website or directly add to a live chat platform like HubSpot or Intercom.
To train a My AskAI agent, you can connect your SharePoint knowledge base to other web-based data sources like Google Drive, Notion, Gitbook, Confluence, and SalesForce.
Follow these steps for seamless SharePoint knowledge base integration to My AskAI:
- ClickChatbot Setup, then go toKnowledge.
- PressConnect Internal Knowledge Sources.
- PickSharePointas the knowledge source from which you want to connect to the chatbot.
- Authorize My AskAI to proceed with integration.
- Enter your account details and select the SharePoint pages you want to connect.
- Confirm your selection.
That’s it! Your SharePoint content is now connected to My AskAI. Any changes or updates to your pages will automatically reflect within 24 hours. If you prefer an intra-day update, you can also manually sync your new data to the chatbot.
By default, all SharePoint files and content shared are private. When My AskAI responds, it will only extract specific information from the knowledge base and not an entire file or page.
Conclusion
SharePoint is a great knowledge management tool for consolidating all company files and content. With My AskAI, you can utilize your SharePoint knowledge base to provide accurate and helpful responses to customers 24/7.
There is no need to waste time coding a chatbot; connect your SharePoint knowledge base to My AskAI and see how it automatically reduces your support queues.
VisitMy AskAIand try it yourself.
