Knowledge Base 📚

The Knowledge Base is a dedicated tab within Magic Notes designed to make it easier for practitioners and residents to access and share information about local support services.

It acts as a central, reliable source of information to equip practitioners with timely and appropriate support options that they can review.. The Knowledge Base provides an intelligent, intuitive, and up-to-date hub for seamless recommendations to local support services.

What is the Knowledge Base and How Does it Work?

The Knowledge Base is a permanent tab in Magic Notes that provides access to local support service information.

• What It Is: A verified, closed knowledge base for local services and resources.
  • Note: The Magic Notes knowledge base only draws from documents and information that have been uploaded and approved within your organisation. It does not search the internet or external sources.
     
• Purpose: To help practitioners and residents quickly find and recommend appropriate local services, avoiding delays and inaccurate referrals caused by outdated directories.
   
• How It Works: Content Managers upload verified resources (documents and rich text) to the hub. Practitioners can then query this content using a dedicated chat feature, either within the Knowledge Base or directly from their Magic Notes, to receive AI-powered recommendations for next steps based on resident needs.

The Knowledge Base tackles one of the biggest challenges faced by caseworkers and residents: finding relevant local support quickly and reliably.

Key Uses

• Centralised Resource Management: Content Managers can easily upload and manage verified resources, including PDFs, Word documents, text files, and CSVs.
• AI-Powered Recommendations: Practitioners can use the chat query feature in three ways:
  1. On the Knowledge Hub page to find approved resources catering for residents/service users requirements.
  2. Via the Support Options button in Magic Notes to generate next-step recommendations based on the note’s content (transcript and summary) and uploaded resources.
  3. Using free-text prompts directly within Magic Notes’ chat (e.g. “Recommend next steps for this resident” or “Suggest assistive technology for this person”).
     
      

Benefits

• Saves Time: Quickly access relevant, verified local services that have been approved and selected by your organisation - no need to search outdated external directories.
• Improves Referrals: Reliable, AI-powered recommendations lead to more accurate and timely support for residents.
• Ensures Reliability: Centralised content means practitioners are always using the most current and accurate information.
• Seamless Workflow: Integrated chat queries keep practitioners within Magic Notes, maintaining focus and efficiency.
  
   

User Roles and Access

Access and permissions within the Service Directory depend on user role:

• Knowledge Base Admin (Content Manager): Can upload, edit, and delete knowledge base items. Responsible for managing and verifying content.
  
   
• Practitioners: Can view uploaded resources and use chat functionality to query the knowledge base. They cannot add, edit, or delete content.
  
   

⚠️ Access Note: If you cannot see the Knowledge Hub tab, please contact our support team. Only users with the Knowledge Hub Manager role can add, edit, or delete content.

Uploading Content for Knowledge Hub Managers

Can upload resources in two ways:

1. Rich Text Entry:
   • Enter a Title for the resource.
   • Enter or paste in the text.
     
      
2. File Upload (PDF, .txt, .docx, .csv):
   • Add your file
   • Magic Notes automatically uses the file name as the Title.
     
      

🔗 Note on URLs: You cannot currently upload URLs directly. Please share website links with your Customer Success Manager or Support team, who will forward them to our development team for manual upload.

Troubleshooting

• Chat Not Providing Relevant Results:
  • Ensure content has been uploaded and properly categorised.
  • Try rephrasing your query in natural language (e.g. “Recommend next steps for someone with housing issues”).
  • If the issue continues, please flag it to our Support Team.
• Content Accuracy Concerns:
  • If you find any conflicting or incorrect information, please flag it to our Support Team