Editorial draft available to read. Factual and language review is pending. Examples are illustrative.
Decision and method
Assign an owner, review process and effective date to each content family. Define events requiring updates, including changes to services, prices, procedures or technical documentation. Separate preparation, approval and inclusion in retrieval. Preserving versions makes it possible to explain which information the assistant used when answering an earlier customer question.
Illustrative example
Illustrative example: a service's maintenance scope changes. The new sheet is reviewed in four languages, the previous one is marked superseded and related evaluation questions are updated. The team checks that retrieval selects the current version and that saved links do not present an old condition as though it still applies.
Acceptance check
Run affected questions and a sample from other areas after the update. Check sources, languages and rollback of a defective version. Accept when the change is approved, appears where intended and can be traced to its originating document. A completed technical upload does not prove that every dependent answer has become correct.
Key takeaways
- Updating knowledge requires checking content, retrieval and the answers that depend on it.