You can easily upload the customer's knowledge base into the CMS by following the steps outlined in this article.

Best practices for implementation

• When completing initial approvals and first getting ready to go live with Q&A, the Onboarding Portal is best used for customers with a smaller approval team (one to two people).
• If there are multiple people in the portal at a time, be sure to have your customers communicate with their team members about who is reviewing what.
  • Depending on user access, there can be three people in the portal at once and if all three of those people are working on the Benefits category at the same time, then the work will be override based on whoever is saving responses at that time.
• The Onboarding Portal will stay available to customers even after their initial knowledge base review.
  • This is a great way for customers to view and edit their knowledge base throughout their customer lifecycle if they are looking for a different view of the knowledge base / CMS.

Importing tips and tricks

• If you are copying and pasting a customer's approved answers from their KB plan to an import sheet, the only column you need to edit is Column D Web Answer.
  • Do not edit Column A Topic Class.
  • Do not edit Column B Topic.
  • Nothing needs to go in the Column C Audience unless you have audiences already built in the CMS.
• It is best to import into the CMS using the Google Sheet URL as opposed to downloading as a CSV and importing that way.
• If media is included in a downloaded knowledge base, you are not able to re-import that media back into the CMS. Be sure to delete the Media Attached, Content Type, and Content Details columns to avoid updating these aspects.

Upload a knowledge base

To upload a knowledge base to the Onboarding Portal, follow the steps below.

1. Sepect All Apps in the top left corner of the page and then CMS in its drop-down menu. 
2. When the CMS first opens, it will open to the Sources tab of the Candidate Q&A section. Select the Upload button.
3. A modal will then open. Either upload your CSV file or enter the Company Spreadsheet URL.
4. Select Confirm to upload the knowledge base.

Once the knowledge base successfully processes, you will see a checkmark icon next to Uploaded within the uploaded knowledge base file.

Upload additional content

When Knowledge Training Library is toggled on in Client Setup, the Upload more content to improve Olivia’s knowledge section displays under the uploaded knowledge base. This allows you to upload additional sources to the Knowledge Training Library to generate content straight from company resources. 

To do this, click Add to upload a document or a file. The content you upload will display under the Upload more content to improve Olivia’s knowledge section. You can see the status and estimated time for processing with each source you add.

Once the source successfully processes, you will see a checkmark icon next to Uploaded on the right of your source. From there, you are able to have your customer begin the review process for your knowledge base and custom topics. Click here to learn more.