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Use Knowledge Co-Pilot to find a procedure, understand it and check what is missing

Updated Thursday, October 29, 2026 · Marcel Gravelle

Knowledge Co-Pilot helps you turn authorized knowledge articles into a useful starting answer while you work in the Knowledge Base. Open the shared Your Co-Pilot control from that workspace and confirm that the panel says Knowledge Co-Pilot. This mode uses the current knowledge Division; selecting a topic in the article tree does not limit the assistant to that topic. Read the cited procedure before acting, because an answer can omit a prerequisite or fail to find an article that exists.

At a glance

For: support agents, knowledge contributors and supervisors learning or applying a documented procedure. Applies to: Supportbench Core.

Start here: Knowledge base → select Division → Your Co-Pilot

Choose the right assistant context  ·  Prepare a question that a new operator could follow  ·  Open Knowledge Co-Pilot from the knowledge workspace  ·  Use the three knowledge prompts deliberately  ·  Turn an answer into a verified operational procedure  ·  Worked example: help a colleague who has never used a CLI  ·  Recover from missing articles or incomplete answers

Choose the right assistant context

Where you startUseful questionScope to check
Knowledge Base workspaceHow do I perform a documented task, and what must I know first?The active knowledge Division and your authorized article access.
A specific CaseWhat happened in this case and what should I verify before replying?Use the separate Case Co-Pilot procedure and check the Case identity.
A Company recordWhat does the available support evidence say about this customer account?Use Company Co-Pilot and confirm the exact Company.
General agent workspaceWhere can I find the relevant support information?Use the general Co-Pilot guide and inspect its current mode.

A Division is an organizational scope used by your Supportbench configuration. It can affect which knowledge belongs in the working context. A Topic is a browsing category. These are different controls: a highlighted topic is not proof that the assistant will use only its articles. Reader permissions and article eligibility still apply.

Prepare a question that a new operator could follow

  1. Confirm that you can open the Knowledge Base and the relevant articles normally. If the workspace or assistant is unavailable, ask your administrator to check account capability and your permitted access.
  2. Identify the task, feature and applicable environment. Include unfamiliar starting requirements, such as needing help to open a terminal or identify the correct customer record.
  3. Decide whether you need exact steps, an explanation of an existing procedure, or a list of missing information. These are different questions.
  4. Keep customer-specific private details out of a general how-to question when they are unnecessary. Do not ask the assistant to reveal instructions beyond your access.
  5. Have a way to verify the result: a safe test case, expected page or documented outcome. Do not use an unverified answer for an irreversible operational change.

For example, “How do I connect Supportbench MCP to Codex CLI on Windows if I have never used a terminal?” gives the feature, client, operating system and beginner requirement. “Connect it” leaves the task and starting point ambiguous.

Open Knowledge Co-Pilot from the knowledge workspace

  1. Open Knowledge base in the agent navigation.
  2. Check the Division selector and choose the intended accessible Division. Confirm you are still working in the Knowledge Base workspace.
  3. Choose Your Co-Pilot, the shared sparkle control in the agent header. Do not search for a separate Knowledge AI button beside the article list.
  4. Confirm the panel title is Knowledge Co-Pilot and its subtitle is Grounded in authorized knowledge. If another context appears, return to the intended workspace and reopen it before asking.
  5. Type a self-contained question, or use an appropriate suggested question after establishing what guidance you mean. Send it and wait for the response.
  6. Read the answer, open its article references and compare the source procedure with the task you actually need to perform.

Expected result: a knowledge-context answer based on eligible authorized evidence, with source references when available. No result is also possible. A successful answer is not proof that every relevant article was considered or that the procedure has been tested in your account.

Use the three knowledge prompts deliberately

Suggested questionAdd this contextHow to check the answer
Give me the exact stepsName the feature and task, your starting screen, applicable role and any unfamiliar prerequisite.Check that the answer includes the first action, required values, save action, expected result and recovery. Open the full procedure.
Summarize this guidanceIdentify the article or procedure and the decision you need to make.A summary can help orientation, but do not replace consequential setup steps with it. Compare exclusions and requirements with the full article.
What information is missing?Explain what you tried, what happened and the article you followed.Use the response as a checklist of questions to verify, not proof that the missing facts have particular values.

A suggested question is a starting request. If the conversation has not identified an article, “this guidance” may be ambiguous. Name the title or article ID and the intended task. For a follow-up, repeat enough context to make it useful on its own: “For that Codex CLI setup on Windows, where do I type the command and what should happen after Enter?”

Turn an answer into a verified operational procedure

  1. Open the cited article rather than relying only on the short answer. Use References or More references when those controls are shown.
  2. Confirm the product, feature, version and intended reader. Check the prerequisites and whether the controls are available to your role.
  3. Identify any assumption that the answer made. If an account-specific setting is unknown, check it through the permitted configuration workflow instead of copying an example value.
  4. Follow the full article in a suitable test context and compare the expected result. Stop and investigate if the real controls or behavior differ.
  5. Before sharing a link with a customer, verify that the customer can access the article. Agent access and a useful assistant answer do not establish external audience eligibility.
  6. If the answer omitted an existing step, retain the question and source reference for a retrieval/answer-quality review. If the article itself lacks that step, use Flag for update with a precise correction.

A summary is a navigation aid

For a configuration procedure, the omitted detail may be the most consequential one: a prerequisite, permission, irreversible action or verification test. Ask for the exact steps, then read the complete current article.

Worked example: help a colleague who has never used a CLI

A support operations colleague wants to connect an AI client to Supportbench but does not know what “CLI” means. The useful outcome is a procedure the colleague can actually begin, not a command pasted without context.

  1. Open Knowledge base, confirm the intended Division and launch Knowledge Co-Pilot.
  2. Ask: “Explain Supportbench MCP setup for Codex CLI on Windows. Start by explaining a terminal and how to open PowerShell. Include the commands, where to find the server URL and how to verify the connection.”
  3. Open the referenced beginner setup guide. Confirm it describes the intended client; desktop, web and CLI setup are not interchangeable.
  4. If the answer skips the starting action, ask the self-contained follow-up about PowerShell. Read the full article even if the assistant gives a shorter response.
  5. If the article contains the missing steps but is not retrieved, try its exact ID or a shorter feature phrase and record the contrasting results. Do not conclude that the guide is absent merely because one question failed.
  6. Use the documented connection check before treating setup as complete. Capture any reproducible documentation gap through the normal feedback process.

This is useful in B2B operations because colleagues have different technical backgrounds. A repeatable, checked procedure lets the team share a common starting point without assuming that every agent is a developer.

Recover from missing articles or incomplete answers

ProblemChecks and corrective step
Your Co-Pilot opens the wrong contextMake the Knowledge Base workspace active and reopen the shared launcher. Verify the panel title.
The expected topic article is not foundCheck Division, normal article access and AI eligibility. The selected browsing topic is not a strict assistant scope. Try the exact known ID and a short task phrase.
A full question fails but a short phrase worksRecord both exact queries and the article ID. This is a reproducible search difference, not proof that the article needs more repeated keywords.
The answer gives a command without explaining how to run itName the client, operating system and missing beginner prerequisite. Ask for the starting steps and open the complete focused procedure.
The answer cites an article with different requirementsUse the article matching the real environment; do not combine incompatible setup routes. Ask which part of the source supports the proposed step.
A colleague sees different resultsCompare their Division, effective permissions and context. Do not widen an article’s audience simply to make results match.
The article is correct but the generated summary is oldAsk the knowledge owner to verify generated reader metadata separately from the authored Summary and saved body.
There are no usable sourcesUse manual Knowledge Base search and the full no-match procedure. Report the exact question, scope and expected article; do not present an unsupported answer as verified.

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