Import or export articles in a knowledge base v2

You can import and export question and answer articles in JSON format.

Notes:
  • Make sure that you create question and answer articles in the same language as the knowledge base.
  • Questions and answers must include a minimum of five characters.
  • For more information about how to create an FAQ, see Knowledge workbench FAQ creation tips.

Download a knowledge base article import .json file

You can download this knowledge base article .json file and then modify it according to your specifications. Then, use the file to import articles into your knowledge base.

Note: Make sure that you check the status of the articles in your .json file. If the article status is published, then the articles will be live and available to your agents and customers when you import them.

Import question and answer articles into the knowledge base

Import a knowledge base .json file

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 Import knowledge base articles

Validate an imported knowledge base .json file

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Validate imported knowledge base articles

To import a .json file that contains your question and answer articles, follow these steps:

  1. Click Admin. 
  2. Under Knowledge, click Articles.
  3. Create a new knowledge base or open an existing one.
  4. Click Import. The Import Knowledge dialog box opens.
  5. Navigate to your .json file and select the file.
  6. Click Import. The system automatically checks for any errors in your file and returns a list of items to check before you continue.
  7. If the validation check includes no errors, click Import. The system imports the question and answer pairs as individual FAQs.

Export question and answer articles from the knowledge base into a .json file

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Export knowledge articles V2

To import a .json file that contains your question and answer articles, follow these steps:

  1. Click Admin. 
  2. Under Knowledge, click Articles.
  3. Open the knowledge base that contains the articles that you want to export.
  4. Click Export. The Export Knowledge dialog box opens.
  5. Select one of these options:
    • To export all articles in the knowledge base, leave the default All articles setting unchanged.
    • To export articles from a specific time period, click the calendar at the end of the Start and End boxes and select the time frame from which to export the articles.
  6. Click Export. The system downloads the articles into a .json file and returns a message when complete.