Skip to main content
Knowledge Base is where your agency’s internal documentation lives — from onboarding guides and coverage explanations to underwriting manuals and process checklists. It’s fully searchable, AI-readable, and powers Cara’s ability to complete tasks based on how your agency works.
Think of the knowledge base it as the living, central hub for everything your team needs to know — and everything Cara needs to act intelligently on your behalf.

​
How to Get Started

  1. Navigate to Knowledge Base under the Knowledge section in the left-hand sidebar. Here, you’ll find all documents currently stored in your Knowledge Base.
  2. Click Add Document and choose either Upload Existing Document or Create Document to add new content.
  3. Upload your document in PDF format—this ensures full compatibility with Cara. Once uploaded, the document is saved to the Knowledge Base.
  4. Cara will then actively reference this document when assisting you across other modules, such as Copilot and Communication, helping to deliver more accurate and context-aware support.

​
What You Can Upload

Cara can reference almost any documentation your agency uses to run smoothly. Some powerful examples include”
  • Onboarding manuals for new hires
  • Step-by-step workflows (e.g. certs, renewals)
  • Servicing playbooks
  • Internal FAQs
  • Underwriting manuals
  • Appetite summaries
  • Binding authority docs
  • Program-specific documentation
  • LOB explainers
  • Policy interpretation guidance
  • Industry-specific notes
  • Policy/account summaries (if using Cara’s portal)
  • Coverage details & limits
  • Key contacts, billing preferences
  • Proposals & quote templates
  • Onboarding checklists
  • Renewal review frameworks
  • Certificate request formsHere are some example workflows that can be run using information uploaded in the knowledge base:Here are some example workflows that can be run using information uploaded in the knowledge base:

​
Example Workflows

Here are some example workflows that can be run using information uploaded in the knowledge base
Example Documents Used:
  • Appetite summaries
  • Carrier manuals
  • LOB explainer notes
Exampe process:
  1. An application is submitted for new business.
  2. The agent isn’t sure whether the carrier network has an appetite for the risk.
  3. They ask Cara: “Can we place this business?”
  4. Cara searches the knowledge base and identifies relevant documentation—such as appetite summaries, carrier manuals, and line-of-business explainers.
  5. Using this, Cara responds with a clear recommendation, citing source materials
  6. If the answer is unclear or documentation is insufficient, Cara flags the uncertainty and surfaces the appropriate carrier contact for confirmation.
Cara can automatically generate the relevant ACORD forms, in an editable format, using the provided information, via the Fill Firms & Certificates preset.
Example Documents Used:
  • Internal FAQs
  • Onboarding manual
  • Process explainers
Exampe process:
  1. A new employee begins training.
  2. They have questions about industry terms, agency workflows, or decision-making processes.
  3. They ask Cara for explanations or guidance.
  4. Cara references internal FAQs, onboarding manuals, and process explainers stored in the knowledge base.
  5. Cara provides clear, real-time answers and contextual insights without the need to interrupt a manager.
  6. This enables new hires to confidently shadow workflows and ramp up faster.
Example Documents Used:
  • Endorsement instructions
  • Policy forms
  • Carrier-specific requirements
Exampe process:
  1. An endorsement request is submitted to modify an existing policy.
  2. Cara accesses the relevant endorsement instructions, policy forms, and carrier-specific requirements from the knowledge base.
  3. She guides the agent through the required steps based on carrier rules and agency procedures.
  4. She identifies and flags any missing, ambiguous, or conflicting information that needs attention before submission.
Example Documents Used:
  • Cancellation policies
  • Client communication templates
  • Regulatory compliance documentation
Exampe process:
  1. A policy cancellation request is received.
  2. Cara references the knowledge base to review cancellation policies, regulatory requirements, and client communication protocols.
  3. She analyzes the request against policy terms to confirm eligibility for cancellation.
  4. Cara drafts a client notification using pre-approved communication templates.
  5. If regulatory compliance issues or potential risks are detected, Cara flags them for further review.
  6. The cancellation package, including the notification letter, is generated as an editable document ready for final approval and sending.
Cara can also auto-generate the required cancellation form (ACORD 35) based on the information provided via the Fill Forms & Certificates preset.

​
Supported Document Types

Currently, Cara supports documents in PDF format only. However, most types of agency documentation can easily be converted to PDF, making it simple to upload and reference in the Knowledge Base. How to convert documents to PDF:
  • Print Word documents, Excel spreadsheets, or emails as PDFs using your computer’s “Print to PDF” function.
  • Many software applications include a “Save as PDF” or “Export to PDF” option.
  • This ensures consistent formatting and compatibility with Cara’s AI processing.
What kinds of documents can be uploaded as PDFs:
  • Internal manuals and onboarding guides
  • Policy documents and underwriting manuals
  • Coverage summaries and appetite guides
  • Client communications and templates
  • Emails and correspondence prints
  • Spreadsheets or data reports (printed as PDFs)
Uploading documents as PDFs ensures that Cara can accurately read and analyze the content to assist your team effectively.

​
How to Organize Knowledge Base

A well-organized Knowledge Base ensures Cara can quickly and accurately find the information needed to assist your team. Here are best practices to help you keep your Knowledge Base efficient and user-friendly:
  • Maintain Currency: Regularly review your Knowledge Base content and archive outdated or obsolete documents to avoid confusion and maintain data accuracy.
  • Version Control: Keep track of document versions and update documents promptly. Cara prioritizes the latest documents during searches to provide the most accurate responses.
  • Consistent Naming Conventions: Use clear and uniform titles for all documents. For example, prefix onboarding documents with “Onboarding – ” and underwriting manuals with “Underwriting – ” to make searching easier.