Give the crew the script.

An agent that does not know your services, prices or policies fills the gaps with plausible guesses. It sounds sure of itself either way. The fix for most wrong answers is better context: approved facts the agent can find and trust.

Context engineering means deciding what the agent should know, writing it down once in plain files and keeping it current. Anthropic's engineering team uses the term for the discipline of choosing what information a model works from. You do not need a data team to start. You need an owner, a clear structure and a regular review.

Every agent that speaks for your company needs the same five kinds of knowledge. Each comes with a simple test.

The most common first attempt is to upload everything. It feels thorough. It gives the agent old and new versions side by side and no way to tell which one is right.

Start with the questions people ask most, not with every file you own.

1. QuestionsList the 20 questions staff and clients ask most often.
2. FilesWrite one short file per topic that answers them.
3. IndexAdd an index that says which file covers what.
4. TestAsk all 20 questions. Fix the file behind every miss.
5. OwnGive each file an owner and a review date.

A workable rhythm over ten working days: two days to collect the questions, five days to write the files, one day for the index and two days to test, fix and assign owners. Plain text or Markdown files work well because people and AI can both read them.

Title: Managed backup service
Owner: Service lead
Last reviewed: (date)

What it is: two or three plain sentences.
Who it is for: the client types it suits.
Approved figures: each with its source and date.
Never say: claims, promises or names that are off limits.
Related files: pricing, onboarding process.

A knowledge base is accurate on the day you finish it. These five habits keep it that way. Count the ones in place. 0 to 1: start with the index and owners. 2 to 3: add a weekly error review. 4 to 5: open it to another team.

1. Log wrong answers. Each miss points to a gap.Try it: keep a list of answers that missed.
2. Fix the file. Correct the source, then retest.Try it: "Which file should have covered this?"
3. Date everything. Old facts cause confident errors.Try it: add a last-reviewed date to each file.
4. Name owners. Someone answers for each topic.Try it: assign an owner to every file.
5. Keep limits current. New rules go in when they change.Try it: "What must the agent never say?"

Before go-live

• Top questions are covered.
• Every file has an owner.
• Limits are written down.
• Answers name their source.