Build a reliable knowledge base

LEARNING OBJECTIVE
Write trustworthy support answers grounded in current, authorized sources.

CORE CONCEPT
A reliable assistant needs a source of truth, an accountable content owner, a review date and a rule for admitting uncertainty. Distinguish stable information, such as a general location, from time-sensitive prices, offers and availability.

APPLIED CASE
A promotion expired yesterday but remains in the knowledge base. A prospective customer asks to redeem it today. The correct response is to acknowledge that the offer is not confirmed and consult up-to-date information.

PROCEDURE
List common questions and attach each answer to its verified source, owner and last-reviewed date. Define restrictions and handoff conditions. Test ambiguous questions and document corrections.

PRACTICE
Draft six FAQ responses with their sources, expiry dates and a safe transfer option when information is missing.

RISK TO AVOID
Do not present obsolete prices, guarantees or promotions as currently valid.

EVIDENCE OF LEARNING
Audit the share of sampled answers that match the latest approved source.