Knowledge that works
Findability is an operational requirement, not a feature added after the writing.
Test the search
Ask a colleague who did not write the guidance to find an answer using the customer's own words. Watch which terms they try and where they stop. Failed searches often reveal a vocabulary gap rather than a missing article.
Give an answer a boundary
A knowledge entry needs to explain when it applies, the answer it supports and the point at which another decision is required. Put those boundaries near the answer. Long background material can sit behind a clearly named reference without obscuring the immediate task.
Retire conflicting guidance
Assign an owner and a review date to each important entry. When a policy changes, locate the older versions and the related coaching material. Publishing an update is not enough if an agent can still find a contradictory answer first.