Categorizing Knowledge

Organizing your knowledge documents effectively

Categorizing Knowledge

Good categorization makes your knowledge findable and helps you track coverage during the context engineering process.

Document Categories

Every knowledge document should have a category:

Category	Description	Examples
Support Article	Customer-facing help content	FAQ pages, help center articles
SOP	Internal procedures	Process docs, how-to guides
Policy	Official rules and guidelines	Return policy, refund rules
Template	Pre-written content	Email templates, chat macros
Other	Anything else	Reference docs, notes

Using Tags

Tags add another layer of organization:

By Topic

• orders, shipping, billing, account

By Product

• product-a, product-b, premium-tier

By Status

• needs-review, outdated, verified

By Source

• from-training, from-wiki, tribal-knowledge

Visibility Settings

Control who can see each document:

• Internal: For agents and internal processes only
• Public: Can be shared with customers

Most knowledge documents should be Internal—they’re source material for building Step Guides, not customer-facing content.

Organizing for the Process

Think about how you’ll use these documents later:

Map to Your Hierarchy

As you categorize, consider:

• Which workstream does this relate to?
• Which contact drivers might use this?
• Which scenarios will reference this?

You don’t need to assign these yet, but thinking ahead helps.

Track Coverage

Use tags to track:

• mapped - Linked to at least one scenario
• unmapped - Not yet linked anywhere
• needs-guide - Referenced but no step guide written

Best Practices

Consistent Naming

Use a naming convention:

[Type] - [Topic] - [Specifics]

Good:
- "SOP - Returns - Damaged Items Process"
- "Template - Email - Refund Confirmation"

Bad:
- "returns doc"
- "Copy of training (2)"

Avoid Over-Categorizing

Keep it simple:

• 5 categories is enough
• 10-15 tags per project
• More granularity isn’t always better

Document Your System

Create a quick reference for your team:

CATEGORIZATION GUIDE

Categories:
- Support Article: Public-facing help content
- SOP: Internal step-by-step processes
- Policy: Rules, limits, exceptions
- Template: Copy-paste responses
- Other: Reference material

Tags:
- Topic: orders, returns, billing, account
- Status: verified, needs-review
- Coverage: mapped, unmapped

Next Steps

With knowledge collected and categorized:

1. Define Your Hierarchy - Create structure
2. Map Knowledge to Scenarios - Connect the dots