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Knowledge

Upload company files, assign them to the correct deployed agents, and verify processing before testing.

5 min read

Where knowledge is managed

Open Agents and select the Knowledge tab. Knowledge files are account documents that can be assigned to one or more agents. The assignment shown on each file determines which deployed agents can use it.

  • Approved product and service information.
  • Current policies, processes, and frequently used procedures.
  • Customer-facing answers your team already treats as authoritative.
  • Uploaded files needed for the agent’s assigned workflow.
  • Clear escalation and ownership information.

Upload and assign files

  1. 01

    Choose files

    In Agents > Knowledge, select the approved company files you want Nerova to process.

  2. 02

    Select agents

    Assign the upload only to the agents that require that information.

  3. 03

    Upload

    Start the upload and keep the original source available until processing finishes.

  4. 04

    Check status

    Wait for each file to show Ready. Investigate Processing that does not finish or Failed before testing the agent.

  5. 05

    Run a Sandbox test

    Ask the assigned agent a question that can only be answered correctly from the uploaded material.

Prepare useful files

Use the smallest set of current, authoritative sources that covers the workflow. Clear headings, direct language, and one canonical answer per topic make knowledge easier to maintain and reduce contradictory responses.

  • Remove obsolete versions before adding replacements.
  • Avoid uploading the same material in several formats.
  • Separate internal-only information from customer-facing knowledge.
  • Name sources so future maintainers can identify their purpose and owner.

Replace or reassign knowledge

  1. 01

    Change the canonical source

    Update the document or page your organization treats as authoritative.

  2. 02

    Upload the current file

    Upload the replacement and assign it to the same intended agents.

  3. 03

    Verify Ready

    Do not remove the working source until the replacement finishes processing successfully.

  4. 04

    Remove the old file

    Delete the superseded upload so agents do not receive conflicting versions.

  5. 05

    Retest affected answers

    Use Sandbox to check the changed topic and nearby questions that depend on it.