Understanding Knowledge agent in Simpplr One

Overview

Knowledge agent is part of the Simpplr One platform, designed to help users find answers quickly without leaving the intranet. It answers questions by drawing on content already available in your intranet environment, including Pages, Events, the Org chart, and Files. If your organisation has Enterprise Search enabled, Knowledge agent also surfaces results from connected third-party sources such as Confluence and Google Drive, directly within the agent interface.

What Knowledge agent can answer

Knowledge agent is built to respond to any question where the source of the answer exists within your intranet content. Users will only ever see answers from content they have permission to access. This applies regardless of how a question is asked. In addition, administrators can configure links to third-party platforms such as HRIS or ticketing systems. When a user asks a question related to HR or IT, the agent surfaces the relevant link alongside its response. For example, if your organisation tracks goals in a separate application, you can configure the agent to direct users to that platform when asked goal-related questions.

Key capabilities

Knowledge agent offers the following out of the box:

• Conversational search and answers: users can ask questions naturally instead of searching by keyword. The agent is designed to understand context and provide tailored responses based on each user's intranet attributes, including permissions, site membership, and location where applicable.

• Personalised responses: answers are contextual to the individual user, not generic results pulled from a shared index.

• Third-party links: administrators can configure URL-based links to external platforms. The agent includes these links in responses when the query is relevant.

• Multi-lingual support: knowledge agent supports multiple languages, making it accessible to a global workforce.

• Multi-platform access: the agent is accessible across platforms, ensuring users can get answers wherever they work.

Best practices

Treat Knowledge agent as a conversation, not a search bar. Ask complete, contextual questions rather than entering keywords. The more context you provide, the more relevant the response.

Some example prompts to get started:

Use case 1: Onboarding

Compare/contrast the experience of finding answers on the intranet with and without the agent for an employee starting at your company.

Prompt: “What expenses am I allowed?"

Prompt: "What are the company holidays?"

Prompt: "What is my email address?"

Prompt: "Who are my colleagues?"

Follow up to the above prompt: "Tell me more about April Cramer."

Follow up: "How long has she worked here?"

Use case 2: Training, performance & alignment

Prompt: "What training is available?"

Prompt: "How is performance measured?"

Prompt: "What happens when I don’t meet my goals?"

Prompt: "What are company goals this year?"

Use case 3: Common IT/HR requests

Prompt: "What are my work arrangement options?"

Prompt: "What is the vacation policy?"

Prompt: "Help me request time off."

Prompt: "What are my benefits and insurance?"

Prompt: "How do I set up my retirement plan?"

Prompt: "What are the open roles that we’re hiring for?"

Follow up: "Is there a referral bonus?"

Prompt: "I can’t log into Slack."

Prompt: "How do I install new software?"

Prompt: "How can I request a new laptop?"

Security and data privacy

Knowledge agent is built on Simpplr's secure platform and operates through Microsoft Azure on Simpplr's private instance. This means:

• No data is accessible to other organisations or third parties

• No data is sent to OpenAI or any OpenAI-operated services

• No data is used to train public models or improve third-party products

• Inputs and outputs from your organisation cannot be used to train models used by other organisations within Simpplr

All data is covered under Simpplr's Data Processing Agreement and is compliant with GDPR and CCPA/CPRA. No personal data is transferred outside the noted areas, and none is used for any purpose beyond generating a response to your input.

For more information, refer to Simpplr's security compliance documentation and the Azure OpenAI service overview.

Security certifications

Simpplr holds the following certifications:

• ISO 27001:2013

• SOC 2 Type 2 (available under NDA)

• SOC 3 (pending)

• EU-U.S. and Swiss-U.S. Data Privacy Framework (DPF)

• TRUSTe Data Privacy Framework verification

• TRUSTe Privacy Dispute Resolution programme

Configuration and analytics

Admin configuration: Available under Manage > Application. Usage and analytics: Conversation and tracking data is available in the App Analytics dashboard.