Linking Knowledge

Step-by-step guide to linking documents to scenarios

Linking Knowledge

This guide provides detailed instructions for linking knowledge documents to scenarios in XOOS.

Before You Start

Ensure you have:

• Knowledge documents uploaded to the Knowledge section
• Hierarchy defined (Workstreams → Contact Drivers → Scenarios)
• Clear understanding of what each scenario covers

Linking from a Scenario

Step 1: Open the Scenario

1. Navigate to Context Engineering
2. Open the relevant Workstream
3. Open the relevant Contact Driver
4. Click on the Scenario you want to map

Step 2: Find the Knowledge Section

In the scenario detail view, locate the Linked Knowledge or Knowledge Documents section.

Step 3: Add Documents

1. Click Link Document or Add
2. Use the search box to find documents by title
3. Or browse by category
4. Click on documents to select them
5. Click Add or Link to confirm

Step 4: Review and Organize

After linking:

• Review the list of linked documents
• Remove any that aren’t directly relevant
• Note any missing documents

Linking from a Document

You can also link in the opposite direction:

Step 1: Open the Document

1. Navigate to Knowledge > Documents
2. Click on the document you want to map

Step 2: Find Linked Scenarios

Look for Linked Scenarios or Used In section.

Step 3: Add Scenario Links

1. Click Link to Scenario
2. Navigate the hierarchy to find scenarios
3. Select scenarios where this document applies
4. Confirm the links

What to Link

Always Link

• Primary SOP: The main procedure document for this scenario
• Applicable Policies: Rules that affect how this scenario is handled
• Required Templates: Templates agents need to use

Consider Linking

• Reference Materials: Product info, system docs
• Related SOPs: For edge cases or escalations
• Training Materials: If they contain relevant details

Don’t Link

• General Documents: Company history, unrelated policies
• Outdated Materials: Superseded procedures
• Tangential Content: Documents that mention but don’t explain the topic

Managing Links

Removing a Link

1. Open the scenario
2. Find the linked document
3. Click Remove or the unlink icon
4. Confirm removal

Replacing a Link

When a document is replaced by an updated version:

1. Link the new document
2. Remove the old document
3. The scenario now references current information

Bulk Operations

For large-scale mapping:

By Category

1. Filter knowledge documents by category
2. Work through each category
3. Link each document to relevant scenarios

By Workstream

1. Open one workstream at a time
2. Work through all its scenarios
3. Complete one workstream before moving to the next

By Document Type

1. Start with SOPs (most important)
2. Then policies
3. Then templates
4. Finally, reference materials

Tracking Progress

Using Tags

Add tags to track mapping status:

• On scenarios: has-knowledge, needs-knowledge
• On documents: mapped, unmapped, needs-review

Using a Checklist

Create a simple tracking sheet:

Scenario	Primary SOP	Policies	Templates	Status
Cancel Order	✓	✓	✓	Ready
Modify Order	✓	✗	✓	Missing policy
Track Shipment	✗	-	-	Needs SOP

Troubleshooting

Can’t Find a Document

• Check if it’s been uploaded
• Try different search terms
• Verify you have access to the document

Document Seems Relevant to Many Scenarios

This is normal for policy documents. Link to all scenarios where the policy applies.

Scenario Has No Relevant Documents

This indicates a gap:

• Is there tribal knowledge to document?
• Does this procedure need to be created?
• Is the scenario too specific?

Next Steps

With knowledge linked to scenarios:

1. Start Writing Step Guides
2. Learn Step Guide Writing Techniques