Use knowledge and sources
Review evidence before treating knowledge as authoritative.
Knowledge is contextual
Knowledge in a folder can help an agent understand a business process. Its scope follows the folder’s live authorization rather than every resource in the company.
Inspect provenance
Review the source references, the state of the knowledge item and available revision information. A proposed item is not the same as an approved operating rule.
Keep knowledge current
When source material changes, review related knowledge through the supported workflow. Ask for the current evidence when a response depends on an old process description.
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