Step: Answer from knowledge base

4 steps± 3 minVideoVerified 22 Oct 2026

Step 1 · Open your development environment
Step 2 · Create a workflow with a customer question
Step 3 · Add the step Answer from knowledge base
Step 4 · Align, save and run

The step Answer from knowledge base finds the best matching chunks and lets an AI model answer the question with them. The model only sees those chunks and cites them as sources: [1], [2]. That gives a workflow an answer you can check, for example to reply to a customer question by e-mail.

Watch the whole guide as a video4 steps in one film

Step 1 / 4

Open your development environment

In the portal, under Environments, click Development, and there Open. Flow opens in a new tab and you are signed in straight away.

Click Development

Open your development environment · Click Development

Click Open ↗

Open your development environment · Click Open ↗

Step 2 / 4

Create a workflow with a customer question

Create a new workflow and put a customer's question in the trigger's sample data.

Click Add to General

Create a workflow with a customer question · Click Add to General

Click New workflow

Create a workflow with a customer question · Click New workflow

In Workflow name, type Answer a customer question

Create a workflow with a customer question · In Workflow name, type Answer a customer question

Click the trigger

Create a workflow with a customer question · Click the trigger

Click Code

Create a workflow with a customer question · Click Code

In Sample data, type `{

Create a workflow with a customer question · In Sample data, type `{; ;

Step 3 / 4

Add the step Answer from knowledge base

Choose the knowledge base, write the question ({{question}} from the trigger) and choose the AI model. Leave the model on Automatic and Flow picks the best available model within the regions the knowledge base allows; without a model you get the best matching passages back.

Click Add node

Add the step Answer from knowledge base · Click Add node

Click Answer from knowledge base

Add the step Answer from knowledge base · Click Answer from knowledge base

In Knowledge base, choose Delivery terms · 2 documents
In Question, type {{question}}
In Model, choose Scripted AI (test street)

Add the step Answer from knowledge base · In Knowledge base, choose Delivery terms · 2 documents; In Question, type {{question}}; In Model, choose Scripted AI (test street)

Click the dot of ‘Event trigger’

Add the step Answer from knowledge base · Click the dot of ‘Event trigger’

Click the dot of ‘Delivery terms’

Add the step Answer from knowledge base · Click the dot of ‘Delivery terms’

Step 4 / 4

Align, save and run

Align the steps, save and run. The step stores the answer under answer: answer.answer is the text, answer.sources the sources with their number, document and score. A next step can, for example, e-mail that text.