Source: https://joinfinn.com/blog/build-a-useful-company-knowledge-base

# How to build a company knowledge base your AI can use.

Turn websites, documents, SOPs, and policies into maintained guidance for everyday work.

By Finn · 2 min read

Start with one question your team answers often. For a hotel, it might be “When can we offer late checkout?” The aim is to make the approved answer easy to find and apply, then expand from there. Uploading every document at once makes it harder to discover which source is causing a bad answer.

## 1. Choose the source that owns the answer.

List the relevant website pages, operating procedures, policies, and internal documents. Identify which one is authoritative and who maintains it. An old presentation may be useful background but should not overrule the current policy.

Separate guidance from live records. A policy explains when late checkout is allowed. Room availability must come from the current booking or property system. A document cannot reliably substitute for that check.

## 2. Clean up conflicting instructions.

Look for duplicate policies, missing location details, and exceptions stated without conditions. Ask the owner to resolve contradictions before the material becomes operational guidance. Keep the approved version identifiable.

For an SOP, state the inputs, permitted actions, exceptions, and escalation contact. “Use your judgment” is not enough when the next step could promise a room or change a customer’s bill.

## 3. Test retrieval with real questions.

Try the wording customers and employees actually use, including abbreviations and incomplete requests. Check whether the answer identifies the relevant source and asks for the location or booking details when they matter.

Test with different employee roles too. A useful answer must respect access to the underlying information. A restricted document should not become visible simply because an agent summarizes it.

## 4. Establish a maintenance habit.

Assign someone to review failed answers and source changes. When a policy is replaced, make sure the old guidance cannot continue to appear as current. Decide how urgently each kind of update needs to take effect.

Use Finn’s knowledge experience to organize supported sources around the work they enable. Expand when the first set of questions works reliably, keeping live availability, balances, and customer records with their operational owners.

## Further reading

- [Moveworks: Knowledge Discovery](https://www.moveworks.com/us/en/resources/blog/what-is-knowledge-discovery)

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