What belongs in the knowledge base
- Product information.
- Policies and exceptions.
- Troubleshooting steps.
- Pricing and billing rules.
- Internal escalation rules.
Writing style
Use short answers, clear headings, and examples. If a policy has exceptions, list the exception and who can approve it.
Maintenance
Assign an owner for every knowledge area and review high-impact articles after product or pricing changes.
Detailed Operating Playbook
Primary owner: Knowledge owner for each department.
Team workflow
- Create articles for repeated questions from the inbox.
- Keep policy pages short and decision-focused.
- Link examples to real agent scenarios.
- Review important articles after pricing, channel, or policy changes.
Success signals
- Agents find answers without asking a manager every time.
- AI and saved replies use the same source of truth.
- Expired policies are removed quickly.
When to review or escalate
Review this workflow when channels, policies, or workload change. Escalate to a manager when numbers look inconsistent or the same issue repeats more than once in the same day.