Knowledge Groups

We have now introduced a new feature on our 'Knowledge' page. This new feature is called 'Groups'. Using 'Groups' allows you to split your FAQ's into separate groups, to ensure that your learners are receiving accurate information.

For video explanation, check it out here.

Groups is a completely optional feature, you do not need to create any groups if you do not want to. Your FAQ's are still managed the same way, and your learners will continue receiving our AI support.

An example of where using Groups may suit your institution, is if you have a large amount of HE learners/applicants alongside your FE learners/applicants. These two types of learners may have the same question, but there could be very different answers. For example:

Q: 'Are there any financial support options for me?'

A: Your course may be fully funded, depending on the type of course you are applying for. Check out more on our website here {link}.

Q: 'Are there any financial support options for me?'

A: Traditionally the courses are funding through Student Loans or different finance options, but this depends on the type of course you are applying for. Check out more on our website here {link}.

Now, with Groups, you can create a set of solely HE FAQ's, and a set of FE FAQ's.

Using the '+' icon, you can create a new Group and choose to title it anything that you want. Once you have created a Group you can navigate between these and also all of your FAQ's on the left hand side.

When creating a group you will be asked which Roadmap you would like to assign the group to. All groups need to be assigned to a roadmap, to ensure that these FAQ's are only used for campaigns in that roadmap.

Remember, if you want to keep all of your FAQ's together - do not create any groups. If you have any roadmaps that are not assigned a group, they will use FAQ's from the All FAQ's list.

Once you've created a group, you then need to add FAQ's to the group. You can do so in bulk or manually one by one. We recommend collating your FAQ's in a CSV file, with two headers (Question, Answer). If you want to take inspiration from your existing FAQ's, head back to the 'All FAQs' tab and use the 'Export All' button in the top right hand corner.

So, you've created your group and assigned it to your desired roadmap, and you've added your FAQ's. Now, you can engage with your learners with confidence that they will only see relevant answers to them.

Once your Knowledge Groups are set up, you now have the ability to transfer existing FAQ's to your groups instead of uploading a file of FAQs.

Once you've navigated to the 'All FAQs' section, select the FAQs you would like to transfer to a Knowledge Group. This can be done individually or in bulk.

Then, select the 'Transfer FAQs' button and select the relevant Knowledge Group. This will automatically move the selected FAQs to the selected group, without the need for any file upload.

If you want to stop using a specific FAQ for a period of time, but don't want to delete it as you may need it in the future - you can now archive. This can be done individually or in bulk, by selecting the relevant FAQs and then the Archive button as seen below.

Once archived, the FAQ will not be used in conversations with your learners. If you want to revisit the FAQs you've archived there is a new section just for this. Here you can view and recover any archived FAQs.