Test your knowledge base

Use Test knowledge to check whether your published Knowledge contains a safe, supported answer before teammates or AI rely on it during customer conversations.

Run a test

1. Open Knowledge.
2. Select Test knowledge.
3. Enter a realistic customer question.
4. Select Test answer.
5. Review the answer preview and readiness badges.

Nothing from a test is sent to a customer or added to customer-facing activity.

Review the result

Check more than the generated wording:

• Answer preview shows the response that the available knowledge supports.
• Why Protodesk answered this way explains the interpreted intent and decision.
• Sources used lists the content supporting the answer.
• Retrieved evidence shows the ranked passages inspected during the test.

A fluent answer is not enough. Confirm that the cited source is current, directly supports the claim, and applies to the customer's situation.

Improve a weak result

If Protodesk cannot produce a supported answer:

1. Identify the missing or contradictory fact.
2. Update the relevant Knowledge article or source.
3. Publish the corrected content.
4. Run the same question again.
5. Try a few alternative phrasings customers are likely to use.

Test high-impact subjects regularly, especially billing, account access, security, refunds, and anything that could cause an irreversible customer action.