Separate business knowledge from private records
Opening hours, shipping policy and product instructions can belong in an approved knowledge base. An individual order or account balance requires a separate, authorized lookup. A customer giving an email address is not by itself sufficient proof that they own the account.
Make the source easy to maintain
Give each policy a clear title, an owner and an update process. Remove conflicting copies. When a policy changes, update the connected or published source and verify the answer after synchronization. Do not assume a change has reached retrieval until you test it.
Test retrieval with real wording
Customers rarely use the exact article title. Ask a short question, a vague question and a follow-up that depends on earlier context. Check whether the answer uses the relevant source and asks for missing details rather than inventing them.
Use corrections as reviewed guidance
When an agent catches a bad answer, identify whether the problem is missing knowledge, an outdated policy, identity verification or response behavior. Correct the source or workspace guideline, review it and repeat the original test. A model-training change is not a replacement for accurate business information.
Keep going
Put the next step into practice, or ask us about your setup.