Published at: 2026-10-15

Create Q&A Pair

  1. New → Q&A Pair.
  2. Enter question.
  3. Enter standard answer.
  4. Add alternate phrases; save/publish.

Overview

Standard Q&A pairs fit high-frequency customer service questions, standard sales wording, common failures and new-hire FAQs. When a user’s question matches the standard question or a similar question exactly or with high similarity, the system can return the stored answer directly.

Before you start

  • Role permission: your account must have edit permission for the target folder.
  • Version: use the current Knowledge Base 2.0 interface.
  • Preparation: prepare the standard question, the standard answer and optional similar questions.

Steps

  1. Click New and choose New Q&A pair. Enter question
  2. Choose the folder-level storage location. Enter standard answer
  3. Fill in the standard question and the standard answer.
  4. Add common paraphrases or similar questions.
  5. Optionally add attachments, knowledge category and validity period. Add alternate phrases; save/publish
  6. Save as draft or publish.

Retrieval rules

  • Standard questions and similar questions participate in knowledge retrieval.
  • Multiple similar questions can be split for vectorization; when any one matches, it maps to the same standard answer.
  • A question and answer should express one clear topic; avoid mixing unrelated questions into one Q&A pair.
  • Only the published official version within its validity period participates in normal Q&A.

Batch generation

Existing documents can be converted into Q&A pair drafts through AI document-to-Q&A; maintainers then review, modify and publish. AI does not bypass manual confirmation to publish generated results.

Expected results and verification

  1. Reopen the page with the current account.
  2. Confirm the Q&A pair enters the target folder as draft or published.

FAQ

Issue Handling
Cannot see the target entry Check product usage conditions and the current account permission.
Result not updated after operation Refresh the page and check the task status or knowledge status.
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