Build a Knowledge Base
Skill 2: One file is a conversation. A collection is a knowledge base.
Single File Upload
“Analyze this Q1 report.”
AI sees one document. No context about your brand, products, team priorities, or history.
Knowledge Base
“Analyze Q1 against our strategy.”
AI sees your report + brand guide + product catalog + SOPs + past reports. Answers in your context.
This is what the industry calls “RAG” (Retrieval-Augmented Generation).
Four Options, Pick the One That Fits Your Stack
Claude Projects
- 1.Click “Projects” in sidebar
- 2.Create new project
- 3.Upload reference docs
- 4.Add project instructions
- 5.Every new chat in that project sees all docs
Best for: Deep analysis, long docs, custom instructions per project
Custom GPTs
- 1.Go to Explore GPTs
- 2.Click “Create”
- 3.Upload knowledge files
- 4.Write instructions
- 5.Share with your team or keep private
Best for: Shareable with non-technical teammates, easy to set up
Copilot + SharePoint
- 1.Store docs in SharePoint or OneDrive
- 2.Open M365 Copilot
- 3.Reference files by name or let Copilot search your org
- 4.It indexes what you already have
Best for: Enterprise teams already on M365 - zero migration
NotebookLM
- 1.Go to notebooklm.google
- 2.Create new notebook
- 3.Upload up to 50 sources
- 4.Ask questions across all of them
- 5.Generate audio overviews and study guides
Best for: Research, learning, cross-referencing large source sets
Demo: Sample Knowledge Base
Four docs, one fictional brand. Upload all four together into any of the tools above.
Brand Guidelines
Voice, visual identity, email rules, social media standards
Product Catalog
SKUs, pricing, collections, margin notes (internal)
CS SOPs
Response SLAs, escalation tiers, returns process, known issues
Q1 Strategy Recap
Performance summary, what worked, what didn't, Q2 priorities
Questions That Work Across All 4 Docs
- “A customer says their strap broke. What's the policy and what do we say?”
- “Draft an email announcing the Active collection. Follow our brand voice.”
- “What should I prioritize in Q2 given the NPS decline?”
- “Which product should we promote on TikTok and why?”
Every answer requires information from multiple documents. That's the point.
Example Output: CS Complaint Themes Meeting Brief
This is what AI produced when given NPS verbatims plus the brand guidelines and CS SOP. It cross-referenced complaint patterns against existing operational documents to produce a structured meeting brief.
Executive Summary
Review basis: 30 Q1 2026 NPS verbatims plus brand guidelines and customer service SOP.
Bottom Line
The biggest complaints are operational, not brand-story problems. The sharpest risk sits in fulfillment, shipping, warranty handling, and inconsistent service recovery. The SOP already names several known issues; the verbatims confirm customers are feeling them directly.
| Theme | Mentions | Urgency | What It Includes |
|---|---|---|---|
| Fulfillment, shipping, returns, and warranty handling | 7 | Highest | 14-day express delivery, wrong item shipped, tracking not moving for weeks, confusing returns, slow warranty follow-up |
| Product quality and expectation mismatch | 6 | High | Strap failure, scratched product on arrival, perceived quality decline, misleading product photos, newer collection feels generic |
| Website, promo, and communication friction | 4 | Medium-High | Slow mobile checkout, discount code failures, promo-code restrictions that feel misleading, unsubscribe not honored |
What the Uploaded Docs Revealed
These are the most relevant links between complaint patterns and the uploaded guidance documents.
Warranty Response Timing
Brand guidelines require warranty claims acknowledged within 48 hours. SOP sets email first response at 4 business hours. Yet NPS-005 indicates a 10-day silence on a warranty claim.
Return / Error Handling Clarity
SOP says shipping is not refunded unless the return is due to our error. Wrong item shipped is our error, yet NPS-009 says the customer was told they may need to pay return shipping.
Unsubscribe Compliance
Brand guidelines state unsubscribe must be honored within 24 hours with zero tolerance. NPS-019 says promo emails continued after two unsubscribe attempts.
Known Shipping Issue Confirmation
SOP already flags UK/EU delays at 12-14 days versus a 7-10 day SLA. NPS-021 confirms the issue is customer-visible and hurting trust.
Known Promo Code UX Issue
SOP notes the 20% welcome code does not stack with sale pricing and the error message is unclear. NPS-023 shows the current experience reads as bait and switch.
Signals Worth Protecting
- ✓Quality and design still generate strong loyalty among promoters
- ✓Unboxing, packaging, gifting, and engraving are repeatedly praised
- ✓Several customers specifically value the restrained communication style when it works
Recommended CS Meeting Agenda (60 minutes)
Objective and framing (5 min)
Align on the top complaint themes, confirm which are already known
Review complaint themes (10 min)
Walk through the three themes and representative examples
SLA and policy gap check (10 min)
Review warranty response timing, unsubscribe compliance, return handling
Known issues deep dive (10 min)
UK/EU shipping delays, promo-code conflicts, active product defects
Service recovery standards (10 min)
Define when to refund shipping, offer replacement, or escalate
Ownership and next actions (10 min)
Assign owners, deadlines, and success metrics
Close with reporting plan (5 min)
Decide what will be monitored weekly until complaint volume drops
This entire meeting brief - themes, urgency ratings, SOP cross-references, agenda, and decisions checklist - was generated by uploading NPS verbatims alongside brand guidelines and the CS SOP into a knowledge base. Every insight required information from multiple documents.