Set Up Custom FAQ Dataset for Concierge

The Concierge Service makes communication with the Metric Insights easier for the User. However, there are cases, where company wants certain questions to receive specific, unified answers. Custom FAQs are a solution to this task. Configuring a FAQ Dataset means that Concierge will be searching for answers to certain question in the Dataset, instead of using the standard search. This article describes how to create a FAQ Dataset and make Concierge use it to answer Users queries.

1. Create FAQ Dataset

Organize the FAQ into a CSV file. Be aware, that it must include "question" and "answer" columns.

Use that CSV file to create a Dataset. For more details about how to do that, go through the Create a Dataset from CSV File article.

2. Apply FAQ Dataset to Concierge

Access Admin > System > Concierge Setup and go to Content Sources tab.

  1. Custom FAQ Dataset: Select the CSV Dataset you created from the drop-down menu;
  2. Question Column: Select the column of the Dataset that contains questions;
  3. Answer Column: Select the column of the Dataset that contains answers;
  4. Scope of FAQ (Auto-generated): This field is filled automatically and helps Concierge understand what topics do the FAQ cover;
  5. Scope of FAQ: If needed, provide additional scopes, that the FAQ cover. If this field is empty, the Auto-generated one will be used;
  6. Include "Portal Name" from Brand(s) in scope of FAQ: Activate this checkbox to inform Concierge that the "Portal Name" used in Brand is covered by the FAQ scope.

[Save] the changes and then click [Update Indexes]. The changes start working after indexing finishes. Be aware, that his can take some time.