Importing from completed questionnaires

Questionnaires you have already answered are one of the most common ways to build a knowledge base. The work is done — the answers exist, they were good enough to send, and importing them means you don’t write them twice.

ResponseHub reads your completed questionnaire spreadsheets using the same parsing and AI it uses to work through incoming questionnaires, extracts the questions and answers, and lets you review everything before anything reaches your knowledge base.

Start with the knowledge base template instead

If you are setting up for the first time, generate the Essential knowledge base template during onboarding before importing old questionnaires.

Template answers are built from your own policies, so each one carries references back to the specific passages it came from. Answers imported from a completed questionnaire have no such link — the original policy text behind them isn’t known, so you cannot trace where an answer came from or how well it is supported.

Get the basics covered with the template first, then import completed questionnaires to build out a more comprehensive library on top.

Before you start

You need write access to your account, and your questionnaires must be XLSX files — this import accepts Excel spreadsheets only. You can upload up to 10 files at once.

Import completed questionnaires

1. Go to Knowledge Base, select Import / Export, then Import from Spreadsheets.

2. Drag your spreadsheets onto the panel, or select Choose XLSX files.

3. Check the processing options.

   Sanitize question and answer text is on by default, and removes references to the customer the questionnaire was originally answered for. Auto categorize items is also on, and files each item into the standard taxonomy.

4. Select Upload & Analyze.

   ResponseHub extracts the questions and answers. This runs in the background.

5. Review the extracted items, then select Import n Knowledge Base Items.

Reviewing what was found

Nothing is added to your knowledge base until you approve it. The review screen lists every question found, showing which file, sheet, and row each came from, and groups them under three tabs:

Tab	Shows
All	Every question extracted from your files
Potential duplicates	Questions that duplicate another question in this same import
Similar to existing	Questions that closely match an item already in your knowledge base

Similar to existing is the one to check first. Each of those candidates shows the existing item it matched, so you can compare the two and decide whether the old answer is worth keeping.

Remove anything you don’t want with Remove — removed candidates stay on the list, struck through, and Undo brings them back. The import button counts only what is left, so it tells you exactly how many items you are about to create.

Next steps

• Importing from CSV — if your answers are already in a spreadsheet or another tool
• Finding duplicates — clear up overlaps after importing
• Writing and updating