Legacy Knowledge Base Upgrades Final Reminder

Following our announcement from January 28th 2026, an automated upgrade process has been rolling for customers on Legacy Knowledge Base.

Where to Work From Now On

Authors to now use the Knowledge Base that is accessible from the PCC Admin’s menu.

- New location: In the Puzzel Contact Centre (PCC) Admin portal, use “Knowledge” in the left menu. This is your new, upgraded Knowledge Base.

 

- Do not use the old path: If you or your team still use Services → Agent Assist → Knowledgebase Management System, that is the **legacy** system. Any changes made there will not be reflected towards your KB articles. The legacy infrastructure will be discontinued after February 24th, 2026.

What You Get With This Upgrade

- Better performance and security

- Stronger data control and compliance

- Granular access control for permissions

- Agents will benefit from an updated Knowledge Base Widget with personalised bookmarks

- You Articles will be automatically copied over  as a part of the upgrade

Puzzel ID Login

Access to the new Knowledge Base requires Puzzel ID. Users who had Knowledge Base access in PCC Admin have been assigned admin roles in the upgraded system.

If you have any questions or need help finding or using the new Knowledge Base, please contact our support team.