Create an Intent

You can use the Intent Builder to create and update intents that link common user questions to the best answers in the knowledge base. You can create up to 500 intents. When you reach the maximum number of intents, the Create Intent button is disabled. If you need to add more intents, review the existing intents and remove any that are no longer needed.

1. Open your Agent Desktop and navigate to Configuration, Service, Knowledge Base, Intent Builder.

2. Select the locale in which you want to create the intent from the Locale menu.

3. Click Create an Intent.

4. Enter a name that describes the purpose in the Intent Name field.

   Click Enable so the intent takes effect in the application. This box is checked by default.

5. Add a decription of the intent in the Description field and click Next.

   The description helps search administrators understand the intent’s purpose when updating

6. Add your model questions in the Add a Model Question field.

   For the procedure to enter model questions, see Add Model Questions.

7. Link the articles that match the model questions.

   For more information on linking article to an intent, see Link Articles to an Intent.

8. Review the intent and then click Save and Publish.

   A new intent does not affect live search results until the dictionary updates are synchronized with the knowledge base. Synchronization usually happens within an hour of updating the dictionary, but the time varies depending on the size of the repository.