FAQ
- There are multiple versions of the same product, and the team doesn’t know which one is valid;
- Review comments only remain in the chat history and cannot become the next rule;
- The channel method relies on personal memory and is re-explored after changes in personnel;
- AI can find information, but it cannot determine the source, timeliness, and scope of application.
Suggested knowledge structure
| Type | Information that should be included |
|---|---|
| product facts | Name, specifications, capabilities, limitations, origin, version and responsible person. |
| Brand rules | Target audience, tone of voice, standard expressions, prohibited expressions and examples. |
| Channel rules | Format, length, material requirements, publishing process and update time. |
| Review feedback | Original output, modified content, reason for modification and reusable rules. |
| Business Q&A | Questions, direct answers, evidence, conditions and disclosure permissions. |
Organize the process
- Determine what knowledge is required for a specific task;
- Bring together documents, forms, chat feedback and existing web pages;
- Remove duplicates and mark conflicting, missing and expired content;
- Confirm the facts and authority by the person responsible for the business;
- Save the source, version and scope of application in unified fields;
- Connect to workflows and record call results and new feedback.
Maintenance is more important than one-time tidying up
The knowledge base needs to clarify who can add new content, who can approve it, how often it will be reviewed, how old versions will be retained, and how to stop calling content after it expires. Without a governance mechanism, the larger the amount of data, the higher the risk of error propagation.
Build around the mission first
Don’t try to organize all of your company’s information at first. Choose a workflow first, organize only the knowledge it really needs, and use running feedback to continuously improve it.