Knowledge Management

Overview

Knowledge Base = Your organization's documentation repository

Purpose:

• Augment AI responses with organizational knowledge
• Provide context-specific answers
• Reduce hallucinations and incorrect responses
• Ensure consistency with company policies and procedures

Access: Champion Web Experience > Knowledge

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How Knowledge Works

Knowledge Augmentation Flow

graph LR
    A[User Query] --> B[Champion AI]
    B --> C{Search Knowledge Base}
    C --> D[Find Relevant Docs]
    D --> E[Extract Context]
    E --> F[Generate Response]
    F --> G[Response with Citations]
    G --> A

    style C fill:#f0e1ff
    style D fill:#e1f5ff
    style E fill:#ffe1e1

Example:

User: "What's our return policy for defective items?"

Champion:
1. Searches knowledge base
2. Finds "Returns_Policy_2025.pdf"
3. Extracts relevant sections
4. Generates response:

   "According to your Returns Policy (updated March 2025),
   defective items can be returned within 30 days with:
   - Original packaging
   - Proof of purchase
   - Completed RMA form

   Customers should contact customer service at..."

   📎 Source: Returns_Policy_2025.pdf, page 3

Smart Search

Champion's search understands meaning, not just keywords:

Example:

Query: "How do I fix a production delay?"
Finds: Documents about "bottlenecks", "equipment issues", "expediting"
       - even if they don't use the exact phrase "production delay"

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Supported File Types

Documents

File Size Limits

• Individual File: 100 MB maximum
• Batch Upload: 500 MB total per upload session
• Total Knowledge Base: Varies by plan (typically 10 GB - 1 TB)

Processing Capabilities

Text Extraction:

• ✅ Searchable PDFs
• ✅ Word documents
• ✅ PowerPoint slides (text content)
• ⚠️ Scanned PDFs (requires OCR - may have errors)
• ❌ Images without text
• ❌ Encrypted or password-protected files

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Uploading Files

Direct Upload

Process:

1. Navigate to Knowledge section from the main navigation

2. Click "Knowledge" in the left menu

3. Click "Upload File" button (top-right)

4. Select Files:
   • Click the upload area
   • OR drag and drop files
   • Select one or multiple files

5. Review files you're about to upload:
   • File list shows name, size, type
   • Remove unwanted files before uploading

6. Confirm:
   • Click "Confirm Upload"
   • Upload progress displayed per file

7. Complete:
   • Processing status shown
   • Click "Back to Knowledge" when done

Batch Upload

Upload multiple files simultaneously:

Benefits:

• Faster than one-by-one
• Progress tracked per file
• Failed uploads don't affect successful ones
• Can be canceled mid-process

Process:

1. Select multiple files (Ctrl+Click or Cmd+Click)
2. All files shown in preview list
3. Click "Confirm Upload"
4. Each file uploads and processes independently

Progress Indicator:

Uploading 5 files:
✅ Manual_A.pdf (Complete - Processing)
✅ Procedure_B.docx (Complete - Processing)
⏳ Policy_C.pdf (Uploading... 67%)
○ Guide_D.pdf (Pending)
○ Reference_E.xlsx (Pending)

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Managing Knowledge

File List Interface

Main View:

Searching Files

Search Bar: "Search files by name..."

Behavior:

• Real-time filtering as you type
• Matches anywhere in filename
• Case-insensitive
• Clears with backspace

Typing to search:

Example:

Search: "return"
Results:
├─ Returns_Policy_2025.pdf
├─ RMA_Return_Process.docx
└─ Customer_Returns_Guidelines.pdf

Downloading Files

Single File:

1. Click checkbox next to file

2. Click "Download" button

3. File downloads to your computer

Multiple Files:

1. Check boxes for multiple files
2. Click "Download" button
3. Files download (individually or as zip, depending on implementation)

Deleting Files

Process:

1. Select Files:
   • Check box next to file(s) to delete

2. Click Delete:
   • Click "Delete" button

3. Confirm Deletion:
   • Dialog appears: "Type 'delete' to confirm"
   • Click in the confirmation field

• Type the word delete in the field

• Click "Delete" button to confirm

4. Permanent Removal:
   • Files immediately removed
   • Confirmation message shown
   • Cannot be undone

🗑️

Deletion is Permanent

Deleted files cannot be recovered. Always ensure you have backups of important documentation before deleting from the knowledge base.

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File Processing

After you upload a file, Champion processes it to make it searchable. You'll see the status change:

1. Uploading (⏳): File transfer in progress with percentage shown
2. Processing (⚙️): Champion is making the file searchable (typically 1-5 minutes)
3. Ready (✅): File is now available to Champions and searchable
4. Error (❌): Processing failed - you can retry or delete

Processing Times:

Note: Larger files and scanned documents may take longer to process.

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Best Practices

File Organization

✅ Naming Conventions:

✅ "PO_Approval_Process_v2.3_2025.pdf"
✅ "Safety_Procedures_Warehouse_Updated_Nov2025.pdf"
✅ "Item_Master_Setup_Guide.docx"

❌ "document.pdf"
❌ "new file (1).docx"
❌ "untitled.pdf"

Content Guidelines

✅ Do Upload:

• Standard Operating Procedures (SOPs)
• Policy documents
• User manuals and guides
• Training materials
• Best practices documentation
• FAQ documents
• Process workflows
• Reference data

❌ Don't Upload:

• Sensitive personal information
• Financial confidential data (unless necessary)
• Outdated or superseded documents
• Duplicate files
• Non-text files (images without text)
• Temporary or draft documents

Keep Knowledge Current

✅ Regular Maintenance:

• Review knowledge base quarterly
• Remove outdated files
• Upload updated versions
• Archive old policies
• Add new procedures as created

❌ Avoid:

• Keeping multiple versions of same document
• Leaving contradictory information
• Ignoring out-of-date content

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Advanced Features

Document Versioning

Managing Multiple Versions:

When updating a document:

1. Upload new version with version in filename
2. Delete old version
3. Or keep old version with "ARCHIVED" prefix

Example:

Current: "Safety_Procedures_v3.0_2025.pdf"
Old:     "ARCHIVED_Safety_Procedures_v2.0_2024.pdf"

External Knowledge Sources

Beyond direct upload, Champion supports:

S3 Bucket Integration:

• Connect external S3 bucket
• Auto-sync documentation
• Supports versioning
• See S3 Knowledge Integration

Confluence Integration:

• Sync Confluence spaces
• Automatic updates when pages change
• See Confluence Knowledge Integration

SharePoint Integration:

• Connect SharePoint document libraries
• Auto-sync capabilities
• See SharePoint Knowledge Integration

Web Crawling:

• Index public-facing documentation sites
• Periodic re-crawling for updates
• See Web Crawl Integration

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Troubleshooting

File Stuck in "Processing"

Problem: File shows "Processing" for extended time (>15 minutes)

Solutions:

1. Refresh the page to check current status
2. Wait longer for very large files
3. If >30 minutes, try deleting and re-uploading
4. Contact support if issue persists

Processing Failed

Problem: File shows "Error" status

Common Causes:

• Corrupted file
• Unsupported format
• Password-protected PDF
• Encrypted document
• File size too large
• Network interruption during upload

Solutions:

1. Click error for details
2. Fix underlying issue
3. Delete failed file
4. Re-upload corrected file

Agent Not Using Knowledge

Problem: Champions don't reference uploaded documentation

Possible Causes:

1. File still processing (check status)
2. Query doesn't match document content
3. Document not relevant to query
4. Champion not configured to use knowledge base

Solutions:

1. Verify file status is "Ready"
2. Try more specific query
3. Upload more relevant documentation
4. Check Champion configuration

Cannot Delete File

Problem: Delete fails or button is disabled

Solutions:

1. Verify you have permission to delete
2. Check if file is currently processing
3. Try refreshing page
4. Ensure checkbox is selected
5. Contact admin if permissions issue

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Metrics & Analytics

Knowledge Usage

Track how knowledge base is being used:

Available Metrics (in Usage & Billing):

• Files accessed in responses
• Most referenced documents
• Search hit rate
• Knowledge base size

Optimization:

• Identify most valuable documents
• Remove unused files
• Add missing documentation
• Improve file organization

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📚

Ready to Build Your Knowledge Base?

Start uploading your organization's documentation in the Knowledge section to enhance Champion's responses.

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