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Knowledge Sources

Knowledge sources give a Job an approved source library. AI work steps retrieve relevant chunks during chat instead of relying only on their versioned instructions or general model knowledge.

When to use knowledge

Use Knowledge for material that should be cited, updated, or separated by topic:

  • FAQs and support policies.
  • Service descriptions and pricing rules.
  • Website content.
  • Brand voice and editorial guidelines.
  • Internal product notes that are approved for the job audience.

Do not use Knowledge for secrets, private operations, credentials, or material the job should never reveal.

Add a knowledge source

  1. Open the job dashboard.
  2. Go to Knowledge.
  3. Create a knowledge source from approved text, a URL, or supported uploaded material.
  4. Wait for processing to finish.
  5. Link the knowledge source to the job.

The source is split into chunks and made searchable. Updating a source reprocesses its chunks.

Knowledge sources are reusable. A policy source can be linked to a support job and left unlinked from a sales job. Use activation controls to decide which sources are available to each job.

After linking, ask a question that should be answerable only from that source. If the answer is too vague, narrow the source or split it into smaller entries.

Keep knowledge clean

Practice Why it matters
One topic per source Easier updates and less accidental retrieval.
Current copy only The job should not choose between stale and fresh policy text.
Clear headings Better chunks and more predictable answers.
Remove duplicates Duplicate chunks can crowd out the best answer.
Test after updates Retrieval changes when source text changes.

Preview what the job can use

Use the job’s knowledge preview to check which active sources are available. If the expected source is missing, verify that processing completed and the source is linked to the job.

Troubleshooting

Symptom Likely fix
The job says it does not know Confirm the knowledge source is active and contains the answer.
The answer uses stale copy Update or remove old knowledge sources.
The answer blends unrelated policies Split sources by topic and test again.
The answer is too long Add concise-answer guidance to the work step and shorten source sections.

Next: let jobs act through Knowledge & Capabilities.