Knowledge Base Admin: Maintaining Your Knowledge Base

Maintain your own tenant knowledge bases in the Knowledge app: create bases, add documents from the document center or by upload, organize categories, fix chunks, test retrieval, work the feedback queue and read the statistics.

The Knowledge app holds two different things, and this article is only about the first one. Under the “My Knowledge” tab (Knowledge → Knowledge Bases, /knowledge/bases) live the knowledge bases your own company maintains: your SOPs, policies and handbooks, which AI Rollie and AI answers draw on. The “Platform Knowledge” tab next to it (Knowledge → Platform Knowledge, /knowledge/platform) is official knowledge published by the platform — you can read and search it, but you cannot change it, and it is covered separately. Everything below — bases, documents, chunks, retrieval test, feedback and statistics — is about keeping your own bases accurate and easy to search.

Step 1: Create a knowledge base#

1. Open Knowledge → Knowledge Bases (/knowledge/bases) and click “+ New knowledge base”.
2. Give it a name (required) and a short description of what belongs in it — for example “Warehouse SOPs” or “Client service scripts”. One base per topic area is easier to maintain than one giant base for everything.
3. Leave the Advanced settings folded unless you have a reason to change them: chunk size (default 800 tokens, allowed 200–4000) and overlap (default 150 tokens, must be smaller than the chunk size) decide how documents are cut into searchable pieces.
4. Save. The base appears in the list with its document count and chunk count; Edit changes name, description or the cutting settings, and Archive takes a base out of retrieval — Restore brings it back, and “Show archived” reveals archived bases in the list.

Step 2: Add documents to the base#

1. Open Knowledge → Documents (/knowledge/documents), pick the knowledge base at the top, and click “Add documents”.
2. Tab 1, “Select from document center”: tick documents that already live in Documents and are not yet in this base, optionally set a category, and Confirm. Documents already in the base are not offered again.
3. Tab 2, “Upload directly”: click or drag files in (several at once is fine). Each file is uploaded to the document center and added to this base in one go, under the category you picked.
4. Back in the list, watch the index status on each document: queued, indexing, indexed (with its chunk count) or index failed. A failed document has a “Retry index” action — fix nothing else first, just retry.

Adding a document is what makes it searchable: the system cuts it into chunks using the base’s chunk size and overlap, and those chunks are what answers are built from. The same document file can join more than one base — adding it to a second base does not remove it from the first. This is the maintenance side of the Knowledge app (/knowledge/documents); the reading and asking side is covered in the Knowledge App article.

Organize with categories, and keep documents tidy#

• The category tree on the left of Knowledge → Documents supports up to 3 levels: Add category, add a sub-category with the + on a category, Rename, or Delete. Deleting a category does not delete its documents — they become uncategorized.
• Each document row shows its lifecycle (draft / in review / published / archived, when set), its version, its tags, and a “Review due” badge when its review date is near or past — work those first, because answers built on stale documents mislead people.
• Filter the list by index status or search by title to find a document fast. “Remove from knowledge base” takes a document out of this base and deletes all of its chunks at once — the original file stays in the document center.

Step 3: Fix the chunks when answers read badly#

1. Open Knowledge → Chunks (/knowledge/chunks), pick the base and the document. Its chunks are listed lowest quality score first, so problem pieces surface at the top; each row shows section, content, token count and quality score.
2. Edit a chunk’s text when it is cut mid-sentence or mixes two topics — saving re-creates its searchable form automatically.
3. Split a chunk that is too long at a character position, or Merge with next when two neighbours belong together; both parts are re-indexed after the change.
4. Turn a chunk off with its Enabled switch when it should stay in the document but never be used in answers — a disabled chunk is excluded from retrieval and is marked as such in the list.

Step 4: Test retrieval before you trust it#

Knowledge → Retrieval Test (/knowledge/search) is your rehearsal room: pick one base or all bases, type a real question the way a colleague would ask it (for example “What is the return policy?”), set Top K (how many chunks come back, 1–20) and run the search. Each hit shows its similarity score, the document it came from and the chunk text; “View chunk” jumps straight to that chunk in Knowledge → Chunks, so you can fix a bad cut on the spot. No hits means the wording, the Top K or the documents themselves need work — try a different phrasing before blaming the base.

Step 5: Work the feedback queue and watch the numbers#

• When someone gives an answer a thumbs-down, it lands in Knowledge → Feedback Queue (/knowledge/feedback), newest first, with the original question, the chunk that was cited and any comment the user left.
• Use “Edit chunk” on a feedback card to jump to that chunk and fix the source text; then mark the item Fixed, or Won’t fix when the answer was actually fine. Filter the queue by Open / Fixed / Won’t fix to keep the open list honest.
• Knowledge → Statistics (/knowledge/stats) shows the health of the whole app at a glance: number of bases, documents and chunks, answered questions, the thumbs-up rate and the retrieval hit rate, plus the top cited documents with their up and down counts — a heavily cited document with many thumbs-down votes is your next maintenance job.

Docklify features used in this article#

• Knowledge bases: create, edit, archive and restore, with chunk size and overlap in Advanced settings — Knowledge → Knowledge Bases (/knowledge/bases)
• Document management: add from the document center or upload directly, category tree up to 3 levels, index status and retry, review-due badges, remove from base — Knowledge → Documents (/knowledge/documents)
• Chunk preview and repair: quality scores, edit, split, merge with next, enable/disable — Knowledge → Chunks (/knowledge/chunks)
• Retrieval test with similarity scores and Top K — Knowledge → Retrieval Test (/knowledge/search)
• Feedback queue for thumbs-down answers: edit the cited chunk, mark fixed or won’t fix — Knowledge → Feedback Queue (/knowledge/feedback)
• Statistics: bases, documents, chunks, answered questions, thumbs-up rate, hit rate and top cited documents — Knowledge → Statistics (/knowledge/stats)