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Knowledge base items are the instructions and reference material Primo AI draws on when it answers a request. Think of each item as something you would train a new team member on: a policy to follow, a procedure to run, or a fact to remember. In the dashboard, knowledge base items appear as skills under the Knowledge base tab. Each item can capture reference knowledge (what is true) or behavioral guidance (how to act) — or both.

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When to use a knowledge base item

Create an item whenever the assistant should behave consistently with the way your company works, not just its general knowledge. For example:
  • Encode a policy — “Devices must run the latest major OS within 30 days of release.”
  • Standardize a procedure — the exact steps your team follows to offboard a departing employee.
  • Record company facts — approval thresholds, naming conventions, or who owns which tool.
  • Reuse a task — a routine the assistant should be able to run the same way every time.
If it tells the assistant how to act, write it as a procedure. If it tells the assistant what is true, write it as reference. A single item can do both.

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Open the knowledge base

1

Go to Settings > AI

Open Settings, then select the AI section.
2

Select the Knowledge base tab

The tab groups items by status: Published, Pending changes, and Unpublished.

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Create an item

1

Open the actions menu, then select 'Create skill'

A new item opens in the editor.
2

Name the item

Give it a short, specific name (up to 120 characters). The assistant uses the name to decide when the item is relevant.
3

Write the description

State when the assistant should use this item, in one line (up to 1024 characters). The assistant reads the description to decide whether an item applies to a request, so describe the trigger, not the content — for example, “Use when an employee reports a lost or stolen device.”
4

Add the content

Write the knowledge itself in Markdown. Describe the policy, procedure, or facts in plain language, the same way you would brief a colleague.
5

Let it save

Changes save automatically. The editor shows All changes saved once your work is stored.

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Publish an item

An item only reaches the assistant after you publish it. Drafts stay private.
  • Click Publish to make a new item available to Primo AI.
  • Edit a published item and its status becomes Pending changes. Click Publish changes to push the update.
  • Click Unpublish to remove an item from the assistant while keeping the draft.

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Item statuses

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How Primo AI uses your items

When you chat with the assistant, it scans your published items and pulls in the ones relevant to your request, then follows their guidance in its answer. The assistant only uses published items — it ignores drafts and unpublished items. Primo shares items across your company, so every teammate’s assistant benefits from what you publish.

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Best practices

One topic per item

Keep each item focused on a single policy or procedure. Small, specific items are easier for the assistant to match and apply.

Write clear names and descriptions

The assistant relies on the name and description to decide when an item applies. Make them specific.

Use plain language

Write as if briefing a new colleague. Avoid internal jargon the assistant can’t interpret.

Publish, then refine

Publish early, watch how the assistant uses the item, and edit as needed. Republish to push changes.

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Feature-managed items

A Primo feature creates and maintains some items, such as an equipment or purchasing policy. These show a Used by label, and you can’t edit or delete them from the knowledge base — manage them from the feature that owns them.