Choose the source of truth
Start with material you would give a new colleague. Include clear service descriptions, approved offers, policies, and frequently asked questions. Keep outdated drafts and internal speculation out of the connected knowledge.
Give sources meaningful names so reviewers can understand where a reply came from.
Make important facts explicit
State the applicable prices, eligibility, constraints, and next steps clearly. Explain which service a policy covers and when an exception needs a person. A specific answer is more useful than a broad promotional statement.
If two documents disagree, fix the conflict at the source. More material does not automatically mean better answers.
Review the actual answers
Test the questions visitors really ask, including alternative phrasing. Compare answers with the source material and review available provenance. When something is missing, first check whether the source contains the relevant fact.
Do not address missing knowledge by asking the agent to sound more confident. Supply a reliable answer or leave room for escalation.
Keep the knowledge current
Assign someone to review connected sources when your services, policies, or approved language changes. Publish the relevant updates and test affected questions again.
Review unanswered questions regularly, decide which deserve a knowledge update, and remove superseded material.
Features depend on your connected services and tenant configuration. Ask our team about your setup.