Best Practices for the Knowledge Base?

Laurel Slutsky

The key is to shift the mindset around how the AI Email knowledge base (KB) should be used. It’s not meant to house every product detail, but rather to support the core messaging pillars — like value props, key differentiators, or compelling customer stories — that can apply across multiple products or personas.

Here’s how we typically guide customers in this situation:

1. Organize by Messaging Themes, Not Products:
 Instead of creating a KB entry for each product, focus on entries that represent broader themes or categories. For example:

• “Security for SMBs” vs. “Security for Enterprises”
• “Value of Consolidation” vs. “Best-in-breed flexibility” This helps ensure messaging is scalable and aligned with how BDRs or the agent would actually talk about the solution in outreach.

2. Use Prompts for Specificity:
 Prompts are incredibly powerful for guiding emails toward the right context. You can tailor them by audience or product line, so if a customer is targeting two different personas, you could have prompts that align with those personas and direct the conversation accordingly — while still relying on the same high-level value props in the KB.

3. Lean on Smart Structuring of the 20 KB Entries:
Create well structured uploads: For example:

• “Why customers choose {CUSTOMER}”
• “Key features by category (Firewall, MFA, etc.)”
• “Top customer story for [Industry X]”
• “Comparison: {Customer} vs. [Competitor X]”

4. Look at How Other Large Customers Do It:
 One customer with a large product suite across multiple industries tackled this by using their KB to anchor around customer outcomes (e.g. “Improved compliance, for healthcare”.) They then used Prompt variations to guide  AI Email based on industry vertical — so a prompt for healthcare would trigger the AI to highlight compliance outcomes, while a finance prompt would focus on risk reduction. This allowed them to keep the KB lean while still delivering tailored high-impact messages.