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Fin knowledge in Q&A format

  • March 27, 2025
  • 1 reply
  • 7 views
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We have a large database of typical customer questions and answers. These come from a service desk that is not currently supported by Intercom. What is the best strategy to add this content to Fin Knowledge?

There are too many entries to manually input them as snippets.
We’re considering adding them as a PDFs, but we’re not sure how Fin will chunk the data—whether it might split Q&As incorrectly or merge unrelated entries.

Is there any guidance on how to format the PDF, or an alternative way to upload the data in a Q&A format?

    conor
    Innovator ✨
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    • conor
    • Innovator ✨
    • 23 replies
    • March 27, 2025

    I think uploading that as a PDF will likely work well for you, but it’s going to depend on how you’ve formatted the questions and answers in the first place. Check out this article on the recommended approach for framing content for Fin, and in particular consider that if you have current set up your questions like this: 

    Do I need to use the original outer shipping box to ship back a return item?

    No.

     

    Then you’ll need to reformat to: 

    Do I need to use the original outer shipping box to ship back a return item?

    You can use your own packaging when sending an item back for a return or exchange, no need to save the original shipping box.

     

     

    Join customer support and success leaders learning how to future-proof their teams with strategies for leadership, AI in support, and customer experience excellence: https://www.customersuccess.cx/daily
    Nathan Sudds
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      Dmitry V.

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