Knowledge

Understand how maintained reference material gives the Agent organisation- specific knowledge.

Knowledge gives the Agent maintained reference material it can search while doing the work.

Typical examples include:

• policies and procedures;

• product information and technical manuals;

• regulatory or internal guidance;

• customer or supplier instructions;

• other reference documents that should be reusable across tasks.

Reference material, not the whole operation

Knowledge is useful for questions such as:

• what does the policy say?

• which procedure applies?

• what product guidance is relevant?

• what rule should be followed in this case?

It should not replace the systems where changing operational data belongs.

For example, a delivery policy may belong in Knowledge. The current delivery date for a specific order usually belongs in the ERP.

The Agent retrieves relevant material when needed

When Knowledge is available, the Agent can search it for information relevant to the task instead of loading every document into every conversation.

More documents are not automatically better. The goal is to make useful, maintained reference material easy to retrieve.

Authority matters

A signed policy, an old presentation, a customer email and a draft procedure can all contain useful information without being equally authoritative.

When that distinction matters, make clear which source wins and when uncertainty needs a person.

Keep maintained knowledge maintained

Knowledge becomes risky when it looks current but is not.

If a reference influences operational decisions, make sure the underlying material has an owner and is updated when the business rule changes.

Use Tables for structured maintained mappings, Skills for reusable operating methods, and connected business systems for exact live records.

Builders can manage Knowledge under Build and improve → Intelligence.