Knowledge base items hold the guidance and reference material ONE uses when it handles a request. Create one whenever you want the assistant to follow the way your company works rather than only what it knows in general.

Feature/Functionality

Overview

Treat each item as something you would teach a new colleague: a rule to respect, a process to carry out or a fact worth remembering.

In the Factorial IT console, these items are called skills and live under the Knowledge base tab. An item can describe facts (what is true), behaviour (how to act), or a mix of both.

Common uses:

• Set a policy. "Devices must run the latest major OS within 30 days of release."
• Standardise a process. The exact steps your team takes when someone leaves the company.
• Record company facts. Approval limits, naming rules, or who owns each tool.
• Repeat a task. A routine the assistant should carry out identically each time.

Before you start

• To open the knowledge base and read items, you need the View AI agents permission.
• To create, edit, publish, unpublish or delete items, you need Manage AI agents. Without it, Create skill is greyed out, and you can read items but nothing you change is saved.

How to use

To open the knowledge base, go to AI Agents > Settings. The Knowledge base tab opens first and lists every item with its status.

To create an item:

1. Open the actions menu and select Create skill. A blank item opens in the editor.
2. Give it a short, precise name (120 characters maximum). The assistant relies on the name to judge when the item matters.
3. Write the description: one line (1,024 characters maximum) saying when the assistant should use the item. The assistant checks the description to decide if the item fits a request, so describe the situation, not the content. For example: "Use when an employee reports a lost or stolen device."
4. Write the content in Markdown. Explain the policy, process or facts in plain words, as if you were briefing a colleague.

Publish an item

• Click Publish changes to make a new item available to ONE, or to make your edits to a published item live.
• To take an item away from the assistant but keep the draft, open the ⋯ menu in the top right corner of the item and click Unpublish.

Item statuses

How ONE uses your items

When you chat with the assistant, it looks only at published items, picks those that match your request and follows what they say in its reply. Items are shared across your company, so whatever you publish helps every team member's assistant.

Items owned by other features

Your equipment policy, purchasing policy and SaaS rules show up as items too. Clicking one takes you to the page of the feature that owns it, and you edit it there. You only see these items if you can view that feature: View orders and shipments for the two policies, and View SaaS for SaaS rules.

Troubleshooting and FAQ

Troubleshooting

• The assistant ignores an item. Check its status. Only Published items are used. If it shows Pending changes, your latest edits are not live yet: click Publish changes.
• Create skill is greyed out. You do not have the Manage AI agents permission.
• Your edits disappear. Without Manage AI agents, you can read items but your changes are not saved.
• You cannot see the equipment policy, purchasing policy or SaaS rules items. You need View orders and shipments for the two policies, or View SaaS for SaaS rules.
• The assistant picks the wrong item. Make the name and description more specific about when to use it.

FAQ

1. Where are knowledge base items in the console?
   In AI Agents > Settings, on the Knowledge base tab. They appear as skills.
    
2. Do my items reach other people's assistant?
   Yes. Items are shared across your company.
    
3. How do I hide an item from the assistant without deleting it?
   Open the ⋯ menu on the item and click Unpublish. The draft is kept.
    
4. Can I edit the equipment policy from the knowledge base?
   No. Selecting it opens the feature that owns it, and you edit it there.