Managing knowledge

Zahen’s answers are only as good as the documents behind them. When an employee asks a question, the platform retrieves relevant passages from your organisation’s approved knowledge base and builds its answer from those — nothing else. This section covers everything an admin needs to manage that knowledge well.

Who can manage knowledge

Two roles can upload and manage documents:

• Department admin — can upload and manage documents within their own department.
• Platform admin — can upload and manage documents across the entire platform.

If you don’t have one of these roles, see What your role lets you do or contact your platform administrator.

In this section

• Uploading a document — supported formats, size limit, and how to title documents usefully.
• Departments & access levels — how department and access level decide who can read a document, and choosing the right combination.
• Document processing status — what happens after you upload, and what to do when a document shows “failed”.
• Writing documents that answer well — practical tips for structuring content so the assistant can use it accurately.