Day 1: Building a Service Knowledge Base

Knowledge Scope and Content Inventory

• Identify high-volume service topics
• Inventory approved source documents
• Remove duplicate outdated guidance
• Assign ownership for knowledge areas

Knowledge Article Structure

• Use clear question-based titles
• Separate policy steps and exceptions
• Include eligibility and required evidence
• Write concise searchable content

Metadata and Retrieval Design

• Tag articles by service intent
• Use consistent synonyms and terminology
• Link related articles and procedures
• Test common customer search phrases

Day 2: Designing Agent Assist Workflows

Agent Assist Prompt Logic

• Ground answers in approved knowledge
• Ask clarifying questions when needed
• Show source reference with guidance
• Avoid generating unsupported policy

Suggested Response and Next-Best Action

• Draft response matched to channel
• Suggest steps within employee authority
• Escalate exceptions to appropriate team
• Explain rationale for suggested action

Knowledge Feedback from Frontline Use

• Capture missing or confusing articles
• Track unsuccessful search patterns
• Record recurring policy questions
• Route content fixes to owners

Day 3: Measuring Knowledge and Assist Quality

Knowledge Accuracy and Freshness

• Set review dates by risk
• Update content after policy changes
• Archive superseded knowledge articles
• Verify high-impact guidance regularly

Agent Assist Quality Evaluation

• Measure answer accuracy and usefulness
• Review escalation and refusal quality
• Test representative customer intents
• Track repeated assist failures

Knowledge Governance Dashboard

• Track article usage and gaps
• Show overdue high-risk reviews
• Monitor assist quality trends
• Assign actions for content improvements

• Case analysis applying Knowledge Scope and Content to realistic work
• Hands-on workshop developing Agent Assist Prompt Logic with evidence
• Peer review challenging Agent Assist Quality Evaluation against clear criteria
• Final lab producing Knowledge Governance Dashboard for workplace use