Best Practices for Using Knowledge Agents

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Access Required

You must be an Admin, Creator, or relevant custom role to create a new Knowledge Agent.

You must be an Admin, Knowledge Agent Owner, or relevant custom role to manage Knowledge Agents.

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Key Recommendations

• Write clear, descriptive summaries that explain each Knowledge Agent's purpose and intended use cases
• Enable Research Mode for Knowledge Agents that need to provide comprehensive, well-researched answers
• Optimize for both search and chat by configuring agents to excel in conversational interactions
• Customize each Knowledge Agent to reflect a unique task, audience, or business goal
• Use clear and focused prompts with limited scope to increase answer precision
• Review agent behavior using the AI Agent Center and refine prompts over time
• Use formatted lists or steps to improve clarity
• Encourage prompt examples that align with your team's tone and use cases

Watch the Overview: 3 Best Practice Tips for Using Knowledge Agents

For a deeper dive, check out the recording of a past Knowledge Agent Workshop

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Writing Effective Knowledge Agent Descriptions

Clear descriptions help users choose the right Knowledge Agent for their needs, especially when multiple agents are available.

Description Best Practices

• Be specific: Explain what the agent specializes in and what questions it answers best
• Mention key features: Note if Research Mode is enabled or if it's optimized for chat conversations
• Set tone expectations: Indicate if the agent uses formal, friendly, or technical language
• Keep it current: Update descriptions when sources or capabilities change

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Example Description

"Sales Enablement Assistant - Specializes in battlecards, competitive intelligence, and call preparation. Research Mode enabled for comprehensive market analysis. Optimized for conversational chat interactions."

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Optimizing Knowledge Agents for Chat Conversations

Knowledge Agents excel in chat by enabling natural conversations that build on previous questions.

Chat Best Practices

• Configure conversational tone: Set prompts that encourage natural back-and-forth interactions
• Encourage follow-up questions: Train users to explore topics deeper within the same chat
• Enable voice input: Users can ask complex questions hands-free during conversations
• Use the AI Agent Center: Monitor chat threads to understand how users interact with agents

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Tip

Train users to use search for quick answers and chat for deeper exploration and research.

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Maximizing Research Mode

Research Mode enables Knowledge Agents to perform deep research combining internal knowledge with web search for comprehensive answers.

Research Best Practices

• Enable strategically: Turn on Research Mode for agents handling complex queries or needing current information
• Guide initial queries: Encourage detailed, specific questions when starting research for better results
• Allow plan review: Users should review the generated research plan before starting
• Use for complex analysis: Examples include competitor research, policy analysis, or market studies

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Pro tip

Break complex research topics into smaller, focused questions to improve answer accuracy.

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Extending Knowledge Agents with MCP Integration

Guru's MCP (Model Context Protocol) Server lets you connect external AI tools—like Claude, Cursor, or any MCP-compatible client—directly to your Knowledge Agents. This extends your agents' capabilities beyond Guru into your broader AI workflow.

What MCP Integration Enables

• Connect external AI tools: Use Knowledge Agents from within Claude Desktop, Cursor, or other MCP-compatible applications
• Access all your sources: Leverage content from connected Sources (Salesforce, Slack, Google Drive, etc.) through external tools
• Create and update Cards: Generate draft Cards or update existing ones directly from AI tools
• Streamline workflows: Query Knowledge Agents without switching between applications

Getting Started with MCP

1. Check early access availability: MCP is currently in early access - request access here
2. Choose authentication: OAuth (recommended for Claude & Cursor) or API token for other tools
3. Connect your application: Follow setup instructions for your specific AI tool
4. Configure Knowledge Agent access: Select which agents should be available through MCP

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Pro tip

For developers using Cursor or content creators using Claude Desktop, MCP integration brings your Knowledge Agents directly into your primary workflows, reducing context switching and improving productivity.

Learn more: Connecting Guru's MCP Server

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Creating Effective Custom Prompts for Your Knowledge Agent

Custom prompts define the behavior, tone, and constraints of your Knowledge Agent. When structured thoughtfully, they help ensure responses are clear, consistent, and tailored to your audience—while remaining grounded in your trusted content.

Prompts Define How, Sources Define What

It's important to understand the distinction between what information the AI can use and how it presents that information:

• Sources control the content: Your Knowledge Agent only uses information from the sources you've enabled—such as Guru Cards, documents, or Help Center articles. These sources determine what facts are available to answer a question.

• Prompts control the presentation: Prompts influence the style, tone, and structure of the response. They don't prioritize which sources are used or provide search direction, they shape how the AI delivers the information it finds in the sources.

Follow Guru's Custom Prompt Template

Include the following sections in every custom prompt. AI generally reads text best in Markdown format, so try to structure it in that way. (If you use the above Prompt Architect, it will generate the prompt in markdown!)

Role

You are a helpful assistant who works for [company name]. 

Add any relevant details about team or product context.

Task

Your primary goal is to [describe what the agent is helping with].

Context

Define who is asking the questions and what they're typically about. Specify if responses are for internal or external use, and include any additional constraints.

Format

Explain how the response should be structured:

Provide answers in [bullet points / steps / full paragraphs]. 
Responses should be [concise / under 200 words, etc.].

Examples

Add representative Q&A pairs that model the structure, tone, and level of detail you expect in responses.

Tone

Use a [friendly / professional / helpful] tone of voice.
Do not mention [e.g., AI, GPT, internal tools].

Mandatory Instructions

Always include the following:

• Responses must be based solely on the provided documents
• Do not hallucinate
• Do not repeat text

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Knowledge Agent Templates

Knowledge Agents can be adapted to meet specific needs across your org:

• Enable Conversational AI: Natural chat interactions that build on previous questions
• Automate Responses: Instant answers to common questions across Slack, web app, or browser extension
• Conduct Deep Research: Use Research Mode for comprehensive analysis combining internal and external sources
• Customize Search: Configure agents to search specific collections, boards, or tags
• Enhance Accuracy: Use the AI Agent Center to track and improve response quality

Watch Setup in Action: Knowledge Agent for Customer Responses

Watch Setup in Action: Knowledge Agent for Sales

Watch Setup in Action: Knowledge Agent for RFPs.

More Templates for Specific Use Cases

• Use Case: Onboarding New Team Members
• Use Case: Building a Sales Playbook
• Use Case: KCS (Knowledge-Centered Service)
• Use Case: Technical Support Troubleshooting
• Use Case: Law Practice
• Use Case: Marketing / Design
• Use Case: RFP Generation
• Use Case: Customer Feedback