Ask and Questions

Get a written answer from your knowledge base with its sources, rate it, and see which questions the knowledge base could not answer yet.

Ask writes an answer from what your knowledge base holds, and shows the sources it used. Questions shows managers what people asked — and where the knowledge base came up short — so you know what to write down next.

Before you start: asking needs Can search on Knowledge base. Questions needs Full control.

Ask a question

  1. Open Knowledge Base › Ask.
  2. Type your question, the way you would ask a colleague, for example "What is our refund policy for damaged goods?". Press Enter or click Ask (Shift+Enter starts a new line).
  3. Under Look in, choose which knowledge to use.
  4. Read the answer. Sources lists the passages it is based on; click one to open the document. Passages that were read but not cited are folded away.
  5. Ask a follow-up in the same box, or click New conversation to start over.

Every answer only uses passages you are allowed to read.

Rate an answer

Under each answer, Was this helpful? — click Yes or No. Ratings feed the Gaps view below.

Exact words and codes

Ask and Search look for exact words as well as meaning. Codes such as SKU-1042 or an invoice number like INV/24-25/007 are matched whole, and Hindi words are kept, so a question that names a product code or a document number finds it. Ask Axis uses the same search.

See what people asked

  1. Open Knowledge Base › Questions.
  2. Gaps (the default) lists questions that found no answer, or whose answer was marked not helpful. All lists every question, newest first.
  3. Each question shows when it was asked, how many passages were found, and a badge: Not answered, Not helpful, Helpful or Answered.

Questions never show who asked them. Use the gaps to decide which document to add: once it is in the knowledge base, the next person asking finds it.