When an employee asks about a company procedure, the answer needs a source. They may have to check a condition, send the document to a colleague or work out whether it applies to this particular order.
I start with the materials themselves: which document is current, who can see it and how it gets updated. Those decisions shape the wiki, the search and the assistant. If a source changes, there has to be a clear way for that change to reach the system.
The same knowledge can support agents that check a status, prepare a document or compile a report. We define the actions and access before connecting them, then test whether the answer and the action match the source.
In the Company Knowledge demo, open an answer and check its source. If your team has a question that keeps sending people through the same folders, include it in your brief.