Start with the questions that matter.
Use the questions customers ask when choosing a product or describing a job. Identify which answers are stable and which need a specialist.
Connect an answer to its context.
A capacity specification means little without material, operating conditions and intended use. Keep the details that affect a recommendation close to the product knowledge.
Keep information reviewable.
Assign responsibility for updating the knowledge. Review unresolved questions and improve the approved information rather than relying on assumed answers.
An industrial product question
A buyer asks whether a machine can handle a particular material. The answer needs the product specification, the intended use and any conditions that affect the recommendation. Prepare the relevant knowledge and keep a route to specialist review for information that is not available.
- Customer question
- Can this machine process the material we use?
- Useful knowledge
- Approved specification, supported applications and operating conditions
- Follow-up context
- Material, target throughput, installation conditions
- Handover
- The application and the details a product specialist should confirm
Illustrative business scenario