📘 Best Practices: Creating Knowledge Agents

👥

Access Required

You must be an Admin or Knowledge Agent Owner to manage Knowledge Agents.

Best Practices for Using Knowledge Agents

Key Recommendations

• 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

Designing Effective Custom Prompts

Custom prompts define the behavior, tone, and constraints of your Knowledge Agent. When structured thoughtfully, they ensure accurate, relevant responses and consistent user experience.

Try our Prompt Architect

If your organization uses ChatGPT, try Guru’s Custom GPT: Prompt Architect. It guides you through prompt creation based on your goals and audience.

Follow Guru’s Custom Prompt Template

Include the following sections in every prompt:

• Role
  You are a helpful assistant who works for[insert company name and relevant details].

• Task
  Your primary goal is to[describe the purpose of the agent].

• Context
  [Describe who is asking questions and what kind of questions they ask]. Mention whether responses are for internal or external use, and any other relevant use cases.

• Format
  Provide answers in[e.g., bullet points, numbered steps, or full paragraphs]. Responses should be[e.g., concise summaries under 200 words].

• Examples
  Include representative question/answer pairs to define ideal structure and tone.

• Tone
  Use a[professional/friendly/helpful] tone of voice. Do not mention[list any content or phrasing to avoid].

Mandatory Instructions

Always include:

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

Referencing Knowledge Agent Templates

Knowledge Agents can be adapted to meet specific needs across your org. Some of the most common applications include:

• Automate Responses: Provide instant, AI-generated answers to common questions across Slack, the Guru web app, or browser extension
• Customize Search Behavior: Configure agents to search only specific collections, boards, or tags
• Enhance Content Accuracy: Use the AI Agent Center to track, test, and iterate on response quality
• Integrate Seamlessly: Deploy agents across Slack channels, Guru Pages, and more to surface help in context

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.

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