2025-09-03 · Sora Kim

Knowledge Bases That Agents Use (Not Ignore)

Most knowledge bases fail quietly: articles exist, but agents search Slack instead. The gap is rarely tooling — it is ownership and article shape.

Assign category owners with monthly review slots, not annual audits. Articles should open with symptoms, not product history. Include decision trees for when to escalate, and link to related runbooks instead of duplicating steps.

Search tuning matters: tag articles with the words agents actually type, gathered from anonymized query logs. Retire content aggressively; outdated steps erode confidence faster than empty sections.

Run monthly “article fix” sessions where agents edit one page they used that week. Recognition beats mandates. Over time, participation becomes part of onboarding, not a compliance chore.

#documentation #enablement