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There are multiple ways to add articles to your knowledge base. Click the New Article dropdown on the Knowledge Base page to get started.

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Manual Creation

Create an article from scratch using the built-in rich text editor.
1

Click New Article > Create new article

This opens the article editor.
2

Enter a title

Give your article a clear, descriptive title. The title helps the AI agent find the article when investigating tickets.
3

Write the content

Use the rich text editor to write your article. You can use formatting like headings, lists, code blocks, and links.
4

Save

Click Save to publish the article. It will immediately be available to the AI agent.
Write articles as if you’re explaining a feature or troubleshooting step to a colleague. The AI agent performs best with clear, well-structured content.

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Importing from Files

Upload existing documentation files to create knowledge base articles.
1

Click New Article > Import from file

This opens the file upload dialog.
2

Select a file

Choose a file from your computer.
3

Add a title

Enter a title for the article. The file name is used as a suggestion.
4

Upload

Click Upload to process the file and create the article.

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Supported File Formats

FormatExtensions
PDF.pdf
Markdown.md
Plain Text.txt
Word.docx
Excel.xlsx, .xls
CSV / TSV.csv, .tsv
HTML.html, .htm
Rich Text.rtf
JSON.json

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AI-Generated Articles

Decimal can automatically create knowledge base articles from two sources:

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From Support Ticket Resolutions

When the AI agent resolves a support ticket, you can save the resolution as a knowledge base article:
  1. Open a completed ticket in the Support page
  2. Click the Save to Knowledge Base button in the agent response panel
  3. The article is created with the resolution content These articles are created with an In Review status, prompting a team member to verify the content before it’s fully published.

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From Playground Answers

When the Playground produces a useful answer, you can save it as a knowledge base article directly from the Playground interface.

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Notion Sync

If you’ve connected the Notion integration, articles from your selected Notion databases are automatically synced to your knowledge base. See the Notion integration page for setup instructions.