Prepare reliable knowledge

Well-organized documents help the Agent find relevant answers. Describe products, services and policies clearly enough for your service team to use when answering a customer.

Prepare each topic

Give a document a clear title, short sections and explicit conditions. Keep an exception close to the rule it modifies. State which product, region or service a rule applies to.

# Returns for standard products

Unopened standard products can be returned within 30 days of delivery.

## Custom orders

Custom orders are excluded unless damaged.
The service team needs the order number to review a damaged custom order.

This example shows one way to organize the content. Use your company’s return policy for your Agent.

Remove ambiguity

Source problem	Improvement
Two different versions of a price	Keep the approved current version.
Long document covering unrelated services	Split by customer question or topic.
“As described above” without context	Name the relevant product or rule explicitly.
Internal notes mixed with customer information	Prepare a customer-safe source.
Screenshots without readable text	Add searchable explanatory text.

Test common questions

For every important policy, keep a direct question, a paraphrase, an exception and an unknown case. Compare the spoken answer with the source after each document change.

For example: “Can I return this?”, “I changed my mind”, “My custom order arrived damaged”, and “Do I get a special discount?” The last question should not produce an invented entitlement.

Keep the content up to date

Assign someone to each topic. They should update the documents when services or policies change. Remove old versions and synchronize imported websites when needed, then test the Knowledge Base answers again.