Knowledge
When to use curated Q&A rows alongside documents, ownership, review cycles, and how they interact with retrieval.
Long articles are great for nuance; structured Q&A is best when legal or finance requires exact wording. FlexyAgents indexes Q&A rows like other chunks but keeps them easy to audit in tabular views.
Assign owners and review dates so stale policies do not linger after organizational changes.
Use Q&A for refund windows, compliance disclaimers, fee schedules, and error codes where paraphrasing is risky.
Avoid duplicating entire articles; link out for narrative context.
Draft in staging bases, peer review, then publish to production bases attached to customer agents.
Version significant changes in change logs your success team can reference.
Ranking may return both Q&A and article passages; instructions should tell the model how to reconcile conflicts (prefer Q&A for policy numbers, etc.).
Monitor analytics for questions that hit the wrong row—signals to split or disambiguate prompts.
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