A knowledge base is never finished. Policies change, prices change, a process gets a new step, and a help page moves. Neutron answers from the material you give it, so the quality of its answers depends on how current that material is.
Replace documents instead of adding copies
When a policy changes, the easy move is to upload the new file next to the old one. Avoid it. With two versions in the knowledge base, search can find either, and an answer may cite the old rule.
Replace the existing document instead. askneutron keeps the earlier versions, so you can still inspect what a document said before. Answers use the current version.
If a document no longer applies at all, remove it. The portal shows which agents use a document before you delete it, so you know what will lose access to it.
A few habits help:
- Give documents clear titles that people will recognize in a citation.
- Keep one source of truth for each topic rather than several partial ones.
- Check source readiness after an upload, so you know the new version is searchable.
- When a team owns a policy, make them responsible for replacing it.
Keep crawled websites current
If you add a website through website crawl, choose how often askneutron crawls it again. The options are:
Manual. askneutron crawls only when you start a crawl. Use this for pages that rarely change, or when you want to control exactly when new content appears.
Daily. Use this for help centers, status or release notes, and other pages that change often.
Weekly. A good default for most documentation and product pages.
Monthly. Use this for stable reference material.
Pick the slowest schedule that keeps answers correct. You can always start a crawl by hand after a known change, such as a pricing page update or a new policy page.
For documents that live in Google Drive or other tools, connect the tool directly instead of uploading copies. See integrations for the full list.
Review what your team could not find
The best signal of a gap is a question Neutron could not answer. askneutron records these, and admins can review them in the portal alongside two other signals:
Answer feedback. People mark answers as helpful or not helpful, and can say what could be better.
Citation reports. People report a specific citation as incorrect, outdated, irrelevant, or one they cannot access.
Together these show you where to work. An unanswered question usually means missing content. A run of “outdated” citation reports points at one document that needs replacing. A “cannot access” report may mean a source permission is too narrow for the people who need it.
A simple routine
You do not need a large process. A short regular review works for most teams:
Look at new unanswered questions and group them by topic. If several people asked the same thing, write or find the document that answers it.
Open each citation report. Replace or fix the source, then close the report.
Read the “not helpful” feedback. Some will be content gaps. Some will be agent instructions that need a clearer scope.
Check your crawled sites and connected tools for failed or stale syncs.
Measure the effect
The portal’s analytics also track use over time, including searches, the no-result rate, helpful and unhelpful answers, citation reports, and citation coverage. Use these to see whether your changes are working.
To learn how people see and report citations, read how cited answers work. For an overview of search and sources, see search and cited answers.