Knowledge Hub best practices

Websites, PDFs, snippets, help center sync, and Test search before customers ask.

Written by Godswill

The Knowledge Hub feeds the AI agent, Copilot, and internal search.

Source types

Type

Use for

Website

Marketing site, docs subsite; set start URL and max pages

PDF

Policies, manuals, price lists

Snippet

Short factual answers (refund rules, hours, SKUs)

Help Center articles

Published customer docs (automatic)

Quality tips

  1. One topic per snippet — Easier to retrieve and update.

  2. Keep pricing explicit — State currency and billing period (for example “$19 per seat per month”).

  3. Update after product changes — Stale knowledge causes handoffs.

  4. Toggle Use for AI answers off on sources that are internal-only.

On the Knowledge Hub page, use Test search with real customer phrasing (“install widget”, “reset password”, “Naira pricing”). Fix gaps before peak traffic.

Re-import and snippets

Operations teams can maintain a master Markdown snippet file and re-import via Adrian’s knowledge import tooling (owner token required). Help center content is updated through Articles or bundle import.

Still need help?Our team is here for you. Send us a message and we’ll get back to you.

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