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KB Files

A KB file stores information accumulated during training and ongoing learning. The KB file allows Smart Answer Manager to accurately categorize similar incoming requests and queries that are received and processed. There are two types of KB file, as follows:

• A flat KB file contains one level of categories and is easier to create and maintain than a hierarchical KB file.
• A hierarchical KB file uses a hierarchy of categories. Multiple levels of categories might be beneficial when similar concepts appear in more than one category. By grouping categories under a branch, it is easier to locate a specific solution associated with a category.