Knowledge preparation · 6 min read
Prepare business knowledge before granting authority.
An agent cannot produce dependable business work from uncertain, conflicting or outdated source material.
Collect authoritative material
Identify current product facts, policies, procedures, service rules, approved examples and required exclusions.
Separate facts from working notes
Mark which sources are binding, who owns them and when they were last reviewed. Resolve contradictions before live operation.
Define update responsibility
Assign people to maintain each important source. An agent should not silently decide which conflicting policy is correct.
Test before expanding access
Use representative questions, edge cases and prohibited actions. Review accuracy, escalation and evidence before granting broader permissions.
Reliable automation begins with reliable organisational knowledge.