Collect the information people actually use
Start with service descriptions, business hours, contact routes and the policies your team explains most often. Prefer clear text with meaningful headings. Remove obsolete copies from the proposed source set, and identify a person who can approve each topic.
Resolve contradictions before adding sources
If one document says a service takes thirty minutes and another says sixty, decide which is current. Separate general policy from customer-specific information. Avoid putting passwords, unrelated personal records or information the assistant should not use into the knowledge collection.
Build a small review set
Write down common questions, paraphrases and a few questions that should go to staff. Include an answer that is absent from the sources. Review the resulting conversations for meaning and next steps. Revisit this set when an important service or policy changes.