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A well-structured Knowledge Base improves agent accuracy. A poorly organized one can make things worse. Follow these best practices to get the most from your KB.

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Content Structure

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Use Clear Headings

Break content into sections with descriptive headings. The agent can better find relevant sections.
BadGood
Long paragraphs with no structure### Return Policy
### Shipping Times
### Refunds

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Write in Q&A Format

Question-answer format matches how callers actually ask: 
Q: How long do I have to return an item?
A: You have 30 days from purchase to return any item in original packaging.

Q: Can I return opened items?
A: Opened items can be returned if defective. For non-defective items, 
   a 15% restocking fee applies.

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Be Concise

Long, rambling text reduces retrieval accuracy. Be direct:
BadGood
”In many cases, customers often wonder about our various return policies which have been developed over many years…""Return window: 30 days from purchase. Items must be in original packaging.”

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Content Quality

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Keep Information Current

ActionFrequency
Review for accuracyMonthly
Update changed policiesImmediately
Remove obsolete contentAs needed
Outdated information leads to wrong answers and frustrated callers.

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Prioritize Accuracy

Everything in your KB should be 100% correct. Agents will cite it confidently.

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Include Edge Cases

Don’t just cover the happy path: 
Q: What if I lost my receipt?
A: We can look up your purchase using your credit card or loyalty account. 
   If neither is available, we offer store credit at current price.

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Organization

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Use Logical Categories

Group related information: 
Product Information/
├── Product X/
│   ├── Features
│   ├── Specifications
│   └── Troubleshooting
├── Product Y/
│   ├── Features
│   └── Specifications
└── Product Comparison

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Avoid Duplication

Same information in multiple places causes confusion:
  • Which version is current?
  • Which will the agent find?
One source of truth is better.

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Name Files Descriptively

BadGood
doc1.pdfProduct_X_User_Guide_2024.pdf
info.txtShipping_Rates_and_Zones.txt

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Retrieval Optimization

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Use Keywords Callers Use

Write content using the same words callers would say:
TechnicalCaller Language
”authentication failure""can’t log in"
"remittance processing""payment"
"merchandise return""give back item”
Include both when possible.

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Test Retrieval

After uploading:
  1. Ask questions as callers would
  2. Check if the right content is retrieved
  3. Adjust content wording if not

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Don’t Over-Stuff

Too much content can hurt:
  • Retrieval becomes less precise
  • Irrelevant content may surface
  • Agent responses become confused
Focus on information callers actually need.

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Maintenance

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Regular Audits

Schedule periodic reviews:
  • Is content still accurate?
  • Are there gaps?
  • Is anything unused?

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Version Control

When updating important documents:
  • Note what changed
  • Consider dating versions
  • Archive old versions if needed

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Monitor Conversations

Review conversation logs to identify:
  • Questions KB couldn’t answer
  • Wrong information surfaced
  • Content gaps to fill

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What’s Next

Webhooks

Learn about event notifications

Variables Reference

Dynamic values in prompts