How do you connect the agent to knowledge articles?
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The knowledge source determines what the agent can answer. This guide shows you how to connect it without exposing anything that was not intended for customers.
- 5 steps
- Total time: 1 h
- Preparation: 30 min
- Result: An agent that responds based on accurate and clearly defined knowledge
Required tools
- Copilot Studio — With access to the agent's knowledge settings.
- Knowledge articles with a clearly defined target audience — It must be possible to distinguish between internal and external articles.
Select and narrow down
1.Distinguish internal articles from external articles
If you don’t have a clear separation today, that’s the first job you need to tackle. An agent that responds to customers using internal procedures is a leak that happens silently.
2.Connect to the source
Point the agent to the defined set of published articles. Then verify that the number of articles matches what you expected.
Testing and maintenance
3.Ask questions you know the answer to
Ten questions where you know the correct answer. This lets you see both whether the agent finds the article and whether it reproduces the information accurately.
4.Try to elicit internal information
Ask questions about pricing, margins, or internal procedures. If you get an answer, the restrictions are too lax.
5.Set up a regular review
Review the questions the agent was unable to answer at least once a month. This list provides the most accurate overview of what is missing from the knowledge base.
Discussion
Ask a question or share what helped you.
