Collecting Knowledge

How to upload and create knowledge documents

Collecting Knowledge

This guide covers the practical steps for getting your source materials into XOOS.

Two Ways to Add Knowledge

1. Upload Existing Files

For documents that already exist as files:

1. Navigate to Knowledge > Documents
2. Click Upload
3. Select your file or drag and drop
4. Fill in the metadata:
   • Title: Clear, descriptive name
   • Category: Type of document
   • Visibility: Internal or Public
   • Tags: Keywords for organization
5. Click Save

Supported formats: PDF (more formats coming soon)

2. Create New Documents

For content you want to write or paste:

1. Navigate to Knowledge > Documents
2. Click Create Document
3. Enter a title
4. Use the editor to add content
5. Assign category, visibility, and tags
6. Click Save

Working with Clients

When collecting knowledge from a client:

Before the Engagement

Send a knowledge request checklist:

We need copies of:
□ Training materials and onboarding docs
□ SOPs and process documents
□ Policy documents
□ Email/chat templates and macros
□ FAQ documents
□ Product documentation
□ Any other reference materials agents use

During Collection

1. Set up a shared folder for file transfers
2. Schedule knowledge transfer sessions with SMEs
3. Document tribal knowledge through interviews

Common Sources to Check

• Ticketing system macros/templates
• Internal wikis
• Shared drives (Google Drive, SharePoint, Dropbox)
• Training platforms (LMS content)
• Email template libraries
• Chat macro libraries

Organizing as You Go

While collecting, establish a naming convention:

[Category] - [Topic] - [Specifics]

Examples:
SOP - Returns - Damaged Items
Template - Email - Refund Confirmation
Policy - Shipping - International

This makes categorization easier later.

What to Do with Poor Quality Documents

You’ll encounter documents that are:

• Outdated
• Incomplete
• Poorly formatted
• Contradictory

Still upload them. You’ll sort this out when writing Step Guides. Having everything in one place helps you identify gaps and conflicts.

Add a note in the tags or description:

• needs-review
• possibly-outdated
• conflicts-with-[other-doc]

Verifying Completeness

Before moving on, check:

Completeness Checklist

• All teams/departments have contributed
• Training materials are included
• Current SOPs are uploaded
• All active templates/macros are captured
• Policy documents are present
• Known tribal knowledge is documented
• Edge cases and exceptions are noted

Next Steps

With knowledge collected:

1. Categorize your documents
2. Define your hierarchy