Overview
Your Knowledge Base powers critical features like AI Questionnaire Assistance, Trust Library Search, and Trust Center Search. When your KB contains outdated, conflicting, or invalid entries, it can slow down security reviews and reduce trust. The enhanced Potential Issues feature helps you maintain a clean, accurate Knowledge Base with minimal manual effort.
What Are Potential Issues?
Potential Issues identify problems in your Knowledge Base that could impact the quality of AI-generated answers and search results. SafeBase automatically analyzes your KB entries and flags issues that need attention.
Types of Potential Issues
Single-Entry Issues
These are problems with individual KB entries:
Invalid Question & Answer: The entire entry is unusable or doesn't make sense
Invalid Answer: The question is valid, but the answer and comment are unclear or incorrect
Invalid Question: The answer and comment are valid, but the question doesn't make sense
Unclear Answer: The answer and comment contradict each other or cannot be interpreted clearly
Multi-Entry Issues
These are problems across groups of related KB entries:
Duplicate Entries: Multiple entries with identical or nearly identical questions (and potentially conflicting answers)
Conflicting Entries: Entries with similar questions but inconsistent or contradictory answers
Duplicate Questions: Groups of entries with the same question (available for organizations not using GenAI)
Similar Questions: Groups of entries with similar questions (available for organizations not using GenAI)
How Potential Issues Are Created
SafeBase automatically scans your Knowledge Base and identifies potential issues:
When entries are added: New KB entries are analyzed when imported via CSV, manually created, or added from questionnaires
When entries are edited: Modified entries are re-analyzed to check for issues
The system uses AI to classify issues and provide you with specific, actionable information about what needs attention.
Potential Issue analysis can take some time to complete especially if you have a large Knowledge Base or a lot of new entries. Please allow a few days for Potential Issues to start appearing in SafeBase.
Finding and Reviewing Potential Issues
Navigate to the Knowledge Base page
Click on the Potential Issues tab
Review the list of flagged issues
Click into any issue to see the specific KB entries involved
For each potential issue, you'll see:
The issue type and classification
All affected KB entries
Specific details about what's wrong (for multi-entry issues, you may see which entries are duplicates or which conflict with each other)
Resolving Potential Issues Manually
You can resolve any potential issue by reviewing and fixing it yourself:
Click into the potential issue to view all affected entries
Review the questions, answers, and comments
Make necessary changes:
Edit entries to fix invalid or unclear content
Delete duplicate or conflicting entries
Align similar entries so they're consistent
Mark the issue as Resolved when you're satisfied
If no action is needed, you can Dismiss the issue
Using Bulk Cleanup to Auto-Resolve Issues
The Bulk Cleanup feature automatically resolves as many potential issues as possible, saving you hours of manual review time.
What Bulk Cleanup Can Fix
Bulk Cleanup can automatically address:
Unclear answers
Invalid questions and answers
Invalid questions
Invalid answers
Excess duplicate entries
How to Use Bulk Cleanup
From the Potential Issues tab, click the Bulk Cleanup button
Review the list of KB entries that will be edited or deleted
Make any adjustments to what gets deleted if needed
Click Confirm to execute the cleanup
SafeBase will automatically:
Delete or edit the selected entries
Consolidate metadata according to your organization's configuration
Mark resolved issues as complete
Important: While Bulk Cleanup resolves many issues automatically, it won't fix problems 100% of the time. You should still review your Potential Issues periodically to address any remaining items.
Configuring Auto-Resolve Settings
To ensure Bulk Cleanup works the way your organization needs, configure your auto-resolve settings in advance. You will be prompted to configure these settings the first time you use the enhanced Potential Issues feature. You can always go back and edit your configuration.
Accessing Auto-Resolve Settings
Navigate to Settings > Knowledge Base > Potential Issues > Configuration
Duplicate Entry Resolution Rules
When duplicate entries are found, SafeBase needs to know which entry to keep and how to merge metadata.
Which Entry to Keep
Choose your preferred rule for selecting which duplicate entry to retain:
Most recently added
Most recently updated
Most recently verified
Has the most assignees
Encompasses the most broad product set (global trumps everything)
Has the most tags
Highest access level
Lowest access level
How to Merge Metadata
Configure how to handle conflicting metadata when consolidating duplicates:
Assignees
Merge assignees from all duplicates, OR
Only keep assignees from the remaining entry
Tags
Merge tags and remove duplicates, OR
Only keep tags from the remaining entry
Products
Merge products and remove duplicates, OR
Only keep products from the remaining entry
Automatic Metadata Handling
Some metadata is merged automatically based on best practices:
Access Level: The most public access level is retained (Public > Private > Internal)
Invalid & Unclear Value Detection
This feature uses generative AI to identify invalid and unclear KB content.
Default: Enabled for all organizations with generative AI turned on
Requirement: Your organization must have generative AI enabled to use this feature
Option: You can disable this if you prefer not to use GenAI for content validation
To adjust this setting, go to Settings > Knowledge Base > Auto-Resolve Configuration and toggle Invalid & Unclear Value Detection.
Best Practices
Configure settings first: Set up your auto-resolve preferences before running Bulk Cleanup for the first time
Review before confirming: Always review the entries that will be deleted during Bulk Cleanup
Regular monitoring: Check Potential Issues monthly or quarterly, even with auto-resolve enabled
Annual audits: Consider doing a comprehensive manual review once per year to catch edge cases
Frequently Asked Questions
Will Bulk Cleanup delete important information?
Bulk Cleanup follows your configured rules and always shows you what will be deleted before you confirm. You can adjust selections before executing the cleanup.
What if I don't want to use generative AI for this feature?
You can disable Invalid & Unclear Value Detection in your settings. You'll still see duplicate and similar question classifications based on traditional matching algorithms.
Can I undo a Bulk Cleanup action?
Once confirmed, deletions cannot be undone. Always review the entries carefully before confirming the cleanup.
What happens to resolved Potential Issues?
Resolved issues are removed from your active Potential Issues list. If the same problem recurs (for example, if a duplicate entry is added again), a new potential issue will be created.