Test your knowledge base articles by simulating a message. When you test an article, the knowledge workbench returns the confidence level of the question and answer.

Test a question and answer article

  1. Click Admin
  2. Under Knowledge, click Articles.
  3. Open the appropriate knowledge base.
  4. Click the question and answer that you want to test.
  5. To filter by communication channel, in the Test Articles box, click the No filter menu and select the touchpoint that you want to test.
    Note: If the question and answer does not contain touchpoint variations, leave the No filter selection unchanged.
  6. In the Type message here and press return key box, enter the query that you want to test and press Enter.
  7. To reset the simulation and test a new conversation, click Refresh.

The knowledge base displays the question and answer. The answer includes a confidence percentage.

Click the image to enlarge.

Test a knowledge base article

If the knowledge base does not find an answer, a message indicates that the query returned empty results.