# Adding a knowledge base item | SmartOperator Docs

> Agent responses are based on items in the knowledge base. Information such as delivery, returns, warranty, and working hours is entered here.

Source page: https://dblinx.net/en/smartoperator/belgeler/yonetici/bilgi-bankasina-madde-eklemek

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# Adding an item to the knowledge base

Agent responses are based on items in the knowledge base. Information such as delivery, returns, warranty, and working hours is entered here.

- Company administrator (agents have read-only access)

## How to add an item to the knowledge base?

Agent responses are based on items in the knowledge base. Who can do this: Company administrator (agents have read-only access). Remove outdated items using the delete button in the list; agents will no longer use them from the next response onwards. Information such as delivery, returns, warranty, and working hours is entered here. Each item should cover a single topic.

## Steps

In the left menu, click **Content → Knowledge**.

Select **Frequently Asked Question** or **Policy** from the **Type** list 1.

For Frequently Asked Questions, fill in the **Question** field; for both types, fill in the **Content** field 2.

Click **Add** 3. The item is added to the list.

- 1Item type

- 2Answer text

- 3Save item

**Keep it short and topical**Each item should cover a single topic. When "Shipping" and "Returns" are separate items, agents find the correct one more easily.

**Keep it updated**Remove expired items using the delete button in the list; agents will no longer use them from the next response onwards.

## Related pages

- [File repository](/en/smartoperator/belgeler/yonetici/dosya-deposu.html)

- [Read AI trace](/en/smartoperator/belgeler/temsilci/yapay-zeka-izini-okumak.html)

- [How does AI provide answers?](/en/smartoperator/yapay-zeka.html)