Knowledge source best practices

Operators often assume better grounding comes from adding more material. In practice, answer quality usually improves faster when you remove duplicate or stale content and tighten the scope of what the agent can cite.

The first question to ask is not “what else can we upload?” It is “what should the agent trust first?”

• Current policy language customers already see.
• Shipping, returns, and account guidance that changes rarely.
• FAQ entries written in the same language operators want the agent to use.

• Internal notes that contradict public policy.
• Archived campaign copy or outdated seasonal rules.
• Large uploads you cannot realistically review after indexing.