Organize by one customer decision
Give the article a title that names the task, then state the answer and the conditions under which it applies. Keep exceptions beside the rule. A paragraph saying 'returns are accepted' is incomplete if the time limit and excluded items appear several pages later. Avoid a heading that makes sense only when someone has read the previous document.
Test passages out of context
Copy a candidate passage into a separate document and ask a reviewer whether they can tell which product, region and effective date it applies to. Replace vague references such as 'the above plan' with the plan name. Preserve useful tables with row labels. There is no universal chunk size that makes every knowledge system accurate; evaluate with actual questions and the retrieval behavior of your chosen system.
Fictional worked example
A fictional article titled 'Change the delivery address before dispatch' should include the allowed stage, required verification and the action when dispatch has already happened. If the retrieved sentence only says 'contact support to change it,' the answer may imply that every shipment can be redirected. Rewrite the passage to preserve the limit, then test both a pre-dispatch and a dispatched case.
Action checklist
- Use a task-specific title and a direct opening answer.
- Keep eligibility, exceptions and approval requirements beside the rule.
- Test a question using different words from the article title.
- Have a reviewer check that a retrieved excerpt stands on its own.