Knowledge Sources

Knowledge sources are materials and methodologies that help improve agent quality.

What is a Knowledge Source

A source contains:

• Sales and negotiation techniques

• Psychological approaches

• Industry knowledge

• Communication best practices

Source Categories

Category	Description
Sales	Sales techniques, objection handling, closing deals
Negotiations	Conducting negotiations, reaching agreements
Psychology	Understanding customers, empathy, working with emotions
Methodology	Structured work approaches
Custom	Your own materials

Built-in Sources

Constanta includes a library of ready sources:

• SPIN selling techniques

• Objection handling

• Active listening

• Building rapport

Built-in sources cannot be edited but can be used as a basis for creating your own.

Creating a Source

1. Go to Agent Training → Knowledge Sources

2. Click Create Source

3. Fill in parameters:

   • Name

   • Category

   • Author (optional)

   • Description

   • Content

4. Click Save

Source Parameters

Parameter	Description
Name	Source name
Category	Material type (sales, negotiations, etc.)
Author	Methodology author (optional)
Description	Brief description
Content	Full material text

Source Example

Name: Handling "Too Expensive" Objection

Category: Sales

Content:

When customer says "too expensive", use the FEEL technique:

F — Feel
"I understand that price is an important factor in your decision."

E — Echo question
"Too expensive compared to what?"

E — Explain value
"Let's look at what you get for this price..."

L — Link to comparison
"If you compare with [alternative], our solution is more beneficial because..."

Using Sources

Knowledge sources are applied:

1. Automatically — agent considers methodologies when communicating

2. In roles — as part of role instructions

3. In system instruction — references to specific techniques

Search and Filtering

• Search — by name and content

• Category filter — selecting source type

• Type filter — built-in or custom