How do you connect the agent to knowledge articles?

Nødvendige verktøy

• 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. 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. 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

1. 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.

2. 4.Try to elicit internal information

   Ask questions about pricing, margins, or internal procedures. If you get an answer, the restrictions are too lax.

3. 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.