Sales Knowledge Agent
How it works
Ask a Question
Users ask questions in plain language directly within Microsoft Teams, making it quick and easy to get the information they need without switching systems.
Validate Access
The agent validates the user and, where the Sales Dashboard module is active, applies the correct role-based access permissions so each user only sees the information relevant to them.
Retrieve Knowledge
The module pulls live deal data from Bitrix24 and combines it with administrator-uploaded resources from SharePoint to create a central, always-current knowledge base.
Generate Answers
The agent interprets each query and delivers clear, contextually relevant responses based on both CRM data and supporting sales content.
Generate Answers
All actions and system events are logged for auditability, while exception handling through Freshservice helps detect, track, and resolve issues quickly.
The Sales Knowledge Agent gives your sales team instant answers, right inside Microsoft Teams. Account Managers and Executives simply ask a question in plain language and get accurate, role-appropriate responses without switching systems or chasing colleagues.
The agent is powered by a continuously updated knowledge base that combines two rich data sources. From Bitrix24, the agent captures live deal data, including deal status, values, stages, and history, enabling your team to query pipeline activity, track deal progress, and surface key metrics on demand. From SharePoint, administrators can upload and maintain supporting resources such as product and service offerings, pricing structures, SLA terms, company information, and FAQs, giving the agent the depth to handle queries that go beyond deal data. Together, these sources deliver a single, consolidated knowledge base, always current, always available.
Where the Sales Dashboard module is active, built-in role-based access ensures Account Managers see only their own targets, while Executives get full visibility, all applied automatically, no manual setup required.
Overview
Module Purpose
This module eliminates the time your sales team spends hunting for information.
Instead of digging through multiple systems, documents, or chasing colleagues, Account Managers and Executives simply ask a question in Microsoft Teams and get the answer they need — instantly, accurately, and tailored to their role.
Key Benefits
Instant answers, zero friction
Ask a question in Teams, get an immediate response — no portals, no searching, no waiting.
Always current
The knowledge base updates automatically from Bitrix24 deal data, so your team is never working with outdated information.
Comprehensive coverage
Administrators can upload additional resources like pricing, SLAs, and product details, giving the agent the depth to handle virtually any sales query.
More time selling
With information consolidated in one place, your team spends less time searching and more time closing deals.
Consistent and governed
Every response is drawn from a single, centralised knowledge base with role-based access controls — so everyone gets the right information, every time.
The Sales Knowledge Agent automates information retrieval and query resolution by capturing user input through Microsoft Teams, interpreting natural language queries, and delivering contextually relevant responses from a centralised knowledge base. The module ensures reliability and consistency through built‑in logging, exception handling, and role‑based access controls.
Module Components
Key Capabilities
User Access Validation
Validates the user's email address upon each interaction to confirm they are an authorised user of the Sales Knowledge Agent.
Natural Language Querying
Enables users to ask questions in plain language through Microsoft Teams and receive clear, accurate responses.
Data Access Validation
Determines the user's assigned role (Account Manager or Executive) and applies the appropriate data access permissions, ensuring Account Managers can only access their own targets while Executives have full visibility across all Account Manager targets.
*Only applicable where the organisation is subscribed to the Sales Dashboard module.
Contextual Response Generation
Delivers contextually relevant and reliable responses by referencing both Bitrix24 deal data and administrator‑uploaded content in SharePoint.
Knowledge Base Integration
Consolidates deal data from Bitrix24 and administrator‑uploaded resources from SharePoint into a central knowledge base for comprehensive query resolution.
Administrator Content Management
Allows administrators to enrich the knowledge base by uploading external resources to the designated SharePoint document library.
Transaction Logging
Records all actions and system events to support auditing, traceability, and compliance requirements.
Exception Handling
Integrates with Freshservice to detect, track, and manage errors or anomalies, ensuring smooth processing and quick resolution of issues.
The module requires a set of key prerequisites to ensure proper functionality and seamless integration within the environment. These setup requirements include essential system configurations, necessary permissions, and any dependent services or components that must be in place before deployment.
Setup Requirements
Communication Application
A configured and active communication application is required to enable user messaging and support the conversational interaction with the Sales Knowledge Agent.
The CRM system must have the necessary data fields configured and aligned to receive deal information, ensuring the knowledge base captures deal data accurately and consistently.
Aligned CRM Datapoints
A designated document repository must be provisioned and accessible for administrators to upload and manage supporting resources used by the knowledge base.
Provisioned Document Repository
The systems listed below are supported and have been fully integrated with the module.
System Compatibility
Certain modules can be used alongside the Sales Knowledge Agent to unlock additional capabilities.
Module Compatibility
System Category
System Name
Communication Platform
Microsoft Teams
CRM System
Bitrix24
Document Repository
Microsoft SharePoint
Sales Dashboard
Enables role-based access control and target querying, allowing the agent to validate user roles (Account Manager or Executive) and apply data access permissions scoped to individual targets. Without this module, users cannot query targets through the agent.
Module Enquiry
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