Starter · Part of Knowledge Management
Knowledge Flows — visual authoring + agent execution
sub-spec 32A
Decision-tree authoring + agent-facing execution. Some knowledge isn't a document; it's a decision tree ("refund? did they receive it?"). Flows turn a multi-step SOP into a one-question-at-a-time interactive walk with completion tracking.
Knowledge Flows authoring — decision-tree workflows alongside articles in the same knowledge surface. Each flow carries title, summary, state (draft / published / archived), category, and last-updated. Editors filter by state and search; New flow opens the visual authoring canvas. Two flows shown: PCI cardholder verification and refund-eligibility decision.
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For the operator
KM lead builds a flow at /knowledge/flows/new — nodes via form, edges wired, terminal coverage validated, graph preview live. Agent on a call opens the flow at /knowledge/flows/[id]/run, answers one question at a time, hits the terminal outcome. The whole session is captured for QA review. The next agent runs the same canonical flow.
Business impact
Decision logic that lives in supervisor heads or laminated cheat-sheets fails on day 30, day 60, day 90 — and especially when policy changes. Canonical flows + session capture turns the variability in how agents handle the same decision into observable, coachable, improvable data. The 'why did Mike escalate but Jane resolved' question becomes a query, not an argument.