Data Pool
    • 09 Jan 2024
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    Data Pool

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    Article Summary

    Data Pool page

    The Data Pool is the information source for the organization's AI Chatbot. 

    SysAdmins use Data Pool data to customize the Copilot’s Language Models (LLMs) for End Users' specific needs.

    The Data Pool consists of Datasets; containers that SysAdmins add and configure to improve the Copilot’s knowledge and personalize responses to user queries.

    The Data Pool contains five types of Datasets:

    1. Service Record Data
    2. Q&A Sets
    3. Knowledge Base Articles
    4. Documents 
    5. URL

    Data Pool Page Structure

    Dataset Side Panel & Table of Sources in the Data Pool page

    SysAdmins can manage Datasets and their sources on the Data Pool Page.

    To access and manage the Data Pool, go to Self-Service Portal > AI Chatbot > Settings > Data Pool.

    The Data Pool Page consists of two main sections:

    • Dataset Side Panel

    A side panel that groups the account’s list of Datasets with indication of their type, as well as a button to create a new Dataset

    • Table of Sources

    The Table displays all items added to the selected Dataset. Each item can be viewed or deleted from the table through the ‘three dots’ action menu.

    The Table displays the Datasets with two sortable Columns: Status and Last Updated. 

    The Table Header contains the following chips:

    ChipDefinition
    Sanitization

    Whether or not the data is sanitized

    Visibility

    Who can view the Dataset

    DefaultAppears automatically when the Dataset is out-of-the-box
    Notes
    • All out-of-the-box Datasets are automatically marked “Default” and “Sanitized”, but can be edited
    • URL Source Items update automatically 1x per week
    • Datasets can be enabled or disabled by selecting the ‘three dot’ action menu in the table and clicking “Enable”/Disable”

    Out-of-the-box Datasets

    The Data Pool’s five out-of-the-box Datasets are:

    Out-of-the-box Dataset

    Dataset Type

    Incident History

    Service Record Data

    SSP Knowledge Base Articles

    Knowledge Base Articles (published to the Self-Service-Portal)

    Verified Answers

    Q&A Sets (submitted as “Verified” in the “Monitor & Fine-tune” area)

    Documents

    Documents uploaded by the SysAdmin

    Websites

    URL (public URLs) 

    To create a new Dataset, click on the “plus” button at the top of the side panel.

    Service Record Datasets

    Configure the Service Record Dataset 

    The Service Record Datasets derive historical Service Record data from a container of Service Records – enabling the Copilot to access past Service Records which may contain the solution to the current user’s queries. 

    SysAdmins can create Service Record Datasets and define the following properties: 

    PropertySettingDefault Value
    Title

    Name of Dataset

    (Blank)
    Time PeriodTime range of Service Records in Dataset (either by Weeks, Months, or Years)

    2 Years

    Visibility PermissionsService Records to include in Dataset – based on who has permissions to view themAll Users
    SanitizedWhether to sanitize the PII (Personal Identifiable Information)Sanitized

    Knowledge Base Articles

    Configure the Knowledge Base Articles Dataset

     Knowledge Base Article Datasets derive data from the SysAdmin’s organizational Knowledge Base – enabling the AI Chatbot to refer to relevant Article content that may enhance the quality of the AI Chatbot responses and/or refer users to useful article links. 

     SysAdmins can create Knowledge Base Article Datasets and define the following properties: 

    PropertySettingDefault Value
    Title

    Name of Dataset

    (Blank)
    Permissions

    Knowledge Base Articles to include in Dataset – based on who has permissions to view them

    All Users
    Import End User articlesWhether end-user articles should be imported into the DatasetSelected
    Import Admin Articles

    Whether Admin articles should be imported into the Dataset

    Unselected
    Sanitization

    Whether to sanitize the PII (Personal Identifiable Information)

    Sanitized

    You can also perform the following actions for individual Articles: 

    • View Article content
    • Remove an Article
    Notes

    At least 1 of the Import methods must be selected

    Knowledge Base modifications and updates sync automatically with the Data Pool

     Q&A Set

    Configure the Q&A Set Dataset

    Q&A Set Datasets derive data from Q&A Sets created from the selected Dataset – enabling the Copilot to refer to conversations that may contain the solution to the current user’s queries. 

    SysAdmins can create Q&A Set Datasets and define the following properties:

    PropertySettingDefault Value
    Title

    Name of Dataset

    (Blank)
    PermissionsQ&A Sets to include in Dataset – based on who has permissions to view themAll Users
    SanitizedWhether to sanitize the PII (Personal Identifiable Information)Sanitized

    Documents

    Configure the Documents Dataset

    Document Datasets contain Documents (PDF, CSV and Doc files) whose content includes relevant information to topics referenced in user queries. 

    You can configure the following Settings and apply them to a Dataset’s Document sources:

    PropertySettingDefault Value
    Title

    Name of Dataset

    (Blank)
    Visibility PermissionsDocuments to include in Dataset – based on who has permissions to view themAll Users
    SanitizedWhether to sanitize the PII (Personal Identifiable Information)Sanitized

    URLs

    Configure the URL Dataset
    URL Datasets contain public URLs (no authentication required) whose content and data include information and data that contribute to the AI Chatbot’s responses. 

    You can choose to enable Deep Crawling for a URL Dataset and determine Levels; which of the links nested in the provided website will be processed into the Dataset. 

    You can configure the following Settings and apply them to a Dataset’s URL sources:

    PropertySettingDefault Value
    Title

    Name of Dataset

    (Blank)
    Visibility PermissionsURLs to include in Dataset – based on who has permissions to view themAll Users
    SanitizedWhether to sanitize the PII (Personal Identifiable Information)Sanitized

    You can perform the following actions for individual URLs:

    • Add a URL
    • Delete a URL