A knowledge base is a product surface
A support knowledge base is not a document dump. Start with conversations: collect recurring questions, identify the answer source, and capture the policy or exception a new teammate needs to know.
Use a consistent entry pattern
A durable entry can include the customer question, concise answer, qualifying conditions, related products, links, and an owner. Keep one source of truth for facts that change frequently.
Design for change
Add review dates and owners. When a product, shipping rule, or return policy changes, mark affected entries and test common workflows again. Old knowledge is often more dangerous than missing knowledge because it can look authoritative.
Connect knowledge to safety
The assistant should expose the entries it used, refuse to fill gaps, and route policy-sensitive requests for review. This makes the knowledge base part of a safety system, not just a search box.
Improve from real edits
Group edits by cause: missing fact, wrong tone, incomplete policy, or order mismatch. Fix the source before adding more instructions to the model. Better knowledge compounds across future conversations.
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