Map Knowledge

Linking raw materials to scenarios

Map Knowledge

Mapping is the bridge between your raw knowledge and your structured scenarios. It creates the connection that tells you “this document is relevant for this scenario.”

Why Mapping Matters

For Step Guide Writing

When you write a step guide for a scenario, you need to know:

• What source materials to reference
• What policies apply
• What templates exist

Mapping gives you this information at a glance.

For Coverage Tracking

Mapping helps you identify:

• Scenarios without knowledge (missing sources)
• Knowledge without scenarios (orphaned documents)
• Gaps in your documentation

For Future AI Assistance

When AI-assisted guide writing becomes available, it will use your mappings to know which documents to reference when generating guides.

What to Map

Link knowledge documents that are relevant to each scenario:

Primary Sources

Documents directly about this scenario:

• SOPs for this specific procedure
• Policies that apply
• Templates to use

Reference Materials

Documents that provide context:

• Product information referenced in the procedure
• Related policies for edge cases
• Troubleshooting guides for common issues

Don’t Over-Map

Only link documents that someone would actually reference when handling this scenario. Tangentially related documents add noise.

The Mapping Process

Approach 1: Scenario-First

For each scenario:

1. Open the scenario
2. Think: “What documents would I need to handle this?”
3. Search your knowledge base
4. Link the relevant documents

Approach 2: Document-First

For each document:

1. Open the knowledge document
2. Think: “Which scenarios would use this?”
3. Link it to those scenarios

Recommended: Hybrid

1. Start with scenario-first for your most important scenarios
2. Then do document-first to catch unmapped documents

Practical Steps

Linking Knowledge to a Scenario

1. Navigate to the scenario
2. Find the Linked Knowledge section
3. Click Link Document
4. Search or browse available documents
5. Select relevant documents
6. Click Add

Viewing What’s Linked

Each scenario shows its linked documents. You can:

• View the document
• Remove the link
• Add additional documents

Coverage Analysis

After mapping, analyze your coverage:

Well-Covered Scenario

Scenario: Cancel Order (Not Shipped)
├── Linked: SOP - Order Cancellation Process
├── Linked: Policy - Refund Timeline
├── Linked: Template - Cancellation Confirmation Email
└── Status: Ready for step guide writing

Under-Covered Scenario

Scenario: Process International Return
├── Linked: (none)
└── Status: Missing source materials!

Over-Mapped Scenario

Scenario: Reset Password
├── Linked: Account Security Overview
├── Linked: Password Policy
├── Linked: Company History (not relevant!)
├── Linked: Employee Handbook (not relevant!)
└── Status: Needs cleanup

Mapping Best Practices

Start Broad, Then Refine

1. First pass: Link obviously relevant documents
2. Second pass: Add supporting documents
3. Third pass: Remove tangentially related documents

Use Tags for Organization

Tag your knowledge documents with the scenarios they relate to:

• mapped-to:order-cancellation
• used-in:returns

Track Unmapped Documents

Keep a list of documents not yet linked to any scenario. These might indicate:

• Missing scenarios in your hierarchy
• Outdated documents to archive
• General reference materials that don’t map to specific scenarios

Regular Review

As your knowledge base grows:

• Review new documents for mapping
• Check scenarios when procedures change
• Remove links to archived documents

Next Steps

With knowledge mapped to scenarios:

1. Write Step Guides
2. Learn about Step Guide Writing