📘 Best Practices: Creating Cards

Prioritize high-value content

Start with knowledge that your team uses regularly:

• Product FAQs
• Sales assets
• Competitive intelligence
• Troubleshooting guides
• Internal processes

Involve subject matter experts and use tools like content migration and Assist.

Optimize for search

Use clear, searchable titles that reflect how users would look for information.

Avoid duplicates

Each Card should cover a single concept or answer. Instead of duplicating, reuse Cards by:

• Placing them in multiple folders within the same Collection
• Using Card links

Structuring and sizing Cards

Before you write or reorganize your Cards, run through these questions.

1. Audience: does this topic serve one audience, or several?
   If a topic naturally splits across roles (end users, managers, leadership), split the Card by audience instead of combining them.

   1. Example: split a single "Expense reports" Card into an employee-facing Card and a manager-facing Card, then cross-link them.

2. Ownership: can one or two people realistically keep this accurate?
   If keeping a Card correct means chasing sign-off from several subject matter experts, it's covering more than one area of expertise. Split it along those lines instead.

   1. Example: a Card that needs input from Sales, Support, and Engineering probably needs three Cards, not one.

3. Readability: is this Card sized to stay usable, for both readers and AI?
   Too long, and readers bounce before finding their answer. Long Cards are also more likely to contain contradictory or duplicative information, and can clog the AI's context window, damaging answer quality. Too short, and you fragment one subject into a maze of tiny Cards.

   1. Example: a single feature breakdown hub Card, organized with headers or an FAQ, is often better than splitting it into six thin fragments.

📘 Two more checks to run on any Card:

• Is a fast-changing detail stuck in an otherwise slow-changing Card? If a price, name, or on-call rotation changes often, consider breaking that detail out into it's own Card instead. That way, you keep the bulk of your content trustworthy and can better stay on top of the more fast-changing details.
  • Example: your "Setting up a new vendor" Card covers a stable approval process, but step 3 includes the current per-transaction fee inline. That fee changes quarterly, so the whole Card goes unverified even though the process itself hasn't changed. Break the fee out into its own "Current fees" Card instead, so the process Card can stay verified and trusted for months at a time.
• Is this content duplicated elsewhere? If a fact or policy shows up in multiple Cards, link to one canonical Card instead. Duplicates drift out of sync, and give Knowledge Agents competing "correct" answers.
  • Example: your refund window (e.g., 30 days) is listed in both a "Returns" Card and a "Billing FAQ" Card. Keep it in one canonical "Refund policy" Card, and link to it from the other two instead of restating the number.

Use folders for organization

Organize Cards with folders.
Folders can be nested up to three levels deep and updated anytime.

Plan content lifecycle

Schedule time-sensitive content

For content with specific go-live dates or expiration dates, use scheduled publishing and archival:

• Seasonal content: Schedule holiday promotions or seasonal policies to publish and archive automatically.
• Event-driven content: Set conference materials or training content to go live before events and archive afterward.
• Temporary policies: Schedule policy updates to publish when effective and archive when superseded.

Benefits of scheduling

• Reduces manual work: Set publication and archival dates once rather than setting reminders.
• Ensures timely updates: Content goes live and gets archived exactly when needed.
• Improves consistency: Automated lifecycle management prevents outdated content from remaining active.