Deliver documentation as answers rather than as search results
Knowledge
Fidiora + Document360
Short answer
Fidiora is the delivery layer for the documentation you maintain in Document360. Customers ask in their own words, get an answer grounded in your published articles, and only reach a person when the question needs one.
A well-maintained knowledge base still only helps customers who search successfully. Most do not: they search using their own words, get a near-miss result, and file a ticket instead. Answering the question directly from the same articles closes the gap between having the answer and delivering it, which is where most self-service investment leaks away.
Published September 10, 2026 · Reviewed by the Fidiora team
Document360 is a knowledge base platform for structured product documentation and self-service help centres, with versioning and analytics.
What you can do with
Fidiora and Document360
Reduce tickets on topics your articles already cover
Find which articles are missing based on real questions
Keep answers versioned with your documentation
Detect contradictions between articles before customers do
02
How to connect
Fidiora connects through standard methods like API, webhooks, or your automation tool.
1
Connect your knowledge base
Point Fidiora at your published Document360 content so answers come from your maintained source of truth.
2
Resolve contradictions first
Two articles disagreeing on a policy will produce a confident wrong answer. Audit for that before launch, particularly on refunds and pricing.
3
Set the review loop
Use the report of unanswerable questions as your content roadmap, reviewed monthly with the article owners.
FAQ
Questions
Why do customers not use our knowledge base?
Because searching is more effort than asking, and because a previous search failed. Answering in natural language removes the search step entirely.
What makes documentation good for AI grounding?
Current, non-contradictory, one question per article, with the answer in the first paragraph and procedures kept whole rather than split across pages.
Will this replace Document360?
No. It is the delivery layer for content you continue to author and maintain there.
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