Organized material
Group documents by topic, identify duplicates and gaps, and agree which versions to retain and how to update them.
Knowledge & product data
Ground answers in
the right information.
Organize product manuals, after-sales policies and past answers into a business knowledge base with a defined scope and versions. Answers use reviewed material; uncertain questions go to a person.
Discuss this workflow →Where it helps
Start with this part of the work.
The same questions send staff back through manuals. Product specifications, policies and past replies have mixed versions, making it hard for new colleagues to know which answer to use.
For foreign trade and cross-border e-commerce teams in mainland China and Hong Kong. This page describes scope for assessment; the agreed proposal defines the final deliverables.
What do we assess first?
- Product manuals, policies and past answers that you have permission to use for the project.
- The current versions, content owners, update frequency and rules for resolving conflicting information.
- Examples of common questions and questions to decline, plus sensitive material and each role’s permitted access.
Redacted examples are enough for an initial conversation. Account access uses an agreed secure authorization method.
Possible deliverables
Make each step reviewable.
Scope each item against the available material, interfaces and business rules, with defined inputs, outputs and reviewers.
Answers with supporting material
Provide supporting material or source locations as agreed. Conflicts, gaps and expired information are flagged for review. The presentation is defined in the proposal.
Review and update rules
Check answers against an agreed question set and define handoffs, access and content ownership. Product and multilingual content formats are scoped separately.
Before production
Confirm the requirements before the plan.
File formats, usage rights, data location and model access are assessed first. API, storage, model and maintenance costs are agreed per project. Generating material and publishing it to a third-party platform are separately scoped.
Pricing, delivery schedule, data location, maintenance ownership and acceptance thresholds are agreed per project. Technical delivery does not guarantee inquiries, sales or revenue.
Acceptance questions
How will we check that it works?
Test with agreed samples and criteria, recording failures and unresolved items. Specific measures are agreed before development.
- Do answers to common questions use the correct source version, and are conflicting versions flagged rather than guessed?
- Are missing answers, out-of-scope questions and insufficient access handled as agreed?
- How are old answers rechecked after updates, and who approves, updates and reviews the material, on what schedule?
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