Collect what customers ask about
Start with products and services, approved prices, service areas, delivery terms and cancellation policies. Separate facts from suggestions: an expired quote should not remain a general reference, and an illustrative example must be identified as such.
Organize around real questions
Prepare information in the form your team uses. For “Is this service available in my city?”, state the known coverage and what needs verification. Connect appropriate knowledge sources to the agent and review the published version rather than assuming an uploaded file is available to it.
Define what happens when information is missing
If a price or availability needs checking, instruct the agent to ask a specific question or hand off. Do not tell it to invent an answer to keep the conversation moving. Its permitted tools and information sources determine what it can confirm.
Review and test changes
Give someone responsibility for updating knowledge when a product or policy changes. After an update, repeat a relevant test question and check the reply uses the new information. Include a differently worded question and a case outside the knowledge scope, rather than testing only an easy match.