Using Knowledge Base Content with AI

Knowledge Base content can provide the information AI uses to answer supported questions.

Use high-quality articles

AI performs best when source articles are:

• accurate
• current
• clearly structured
• focused on one topic
• written using consistent terminology

Publication state

Prefer reviewed and published content for production AI grounding.

Draft content may contain incomplete or unverified information.

Visibility

AI must respect the article's access level.

Public content can support public scenarios, while internal or restricted content requires the appropriate authorization.

Article structure

Descriptive headings and direct explanations make knowledge easier to retrieve and interpret.

Updates

When a process changes, update the source article rather than trying to correct AI behavior separately.

Good practices

Treat the Knowledge Base as the authoritative source and AI as a consumer of that governed knowledge.