Knowledge

Knowledge is the approved information your agent can use to answer common caller questions.

Core services

List the services callers most often ask about. Use the terms your customers use, not only internal product names. Separate distinct services so each description stays focused.

Frequent questions and answers

Add direct, customer-safe answers for repeated questions. A useful answer:

• begins with the actual answer;
• uses one or two short paragraphs;
• states a limitation when staff confirmation is required;
• points to the next appropriate step.

Selling points and pricing notes

Add claims only when they are accurate and approved. Pricing notes should explain the safe range or decision process without promising a final quote when one requires review.

Source review

Approved website information may be represented as reviewed source material. New source requests should be reviewed before their contents become caller guidance. A request to review a source is not proof that every page has already been added.

Preview and save

Use the available retrieval preview to check whether a common question returns the expected customer-safe answer. Save the section, start a new conversation, and ask the question in more than one natural way.

Do not add passwords, private customer records, employee-only procedures, or information you would not publish to a caller.