Everything the rep should know by heart.
Below is every kind of material worth adding to the folder. Each card says what that kind teaches your rep, how to prepare it, and how to keep it current. You won't have all of them — collect what you have, and note the gaps for your coverage self-test later.
§1The rule that applies to every card: dates
Before the specifics — one rule cuts across everything below. A sales rep that quotes a year-old policy is worse than no rep at all, so the system watches how old your material is.
Date everything you add. Put a plain "Last updated: Month YYYY" line at the top of each document, and name recordings with the month they were made. Undated material is treated as stale, and stale material gets flagged for review rather than trusted. Dating takes seconds; it's the cheapest quality lever you have.
§2Product & marketing material
Product docs & manuals
Teaches your rep: what the product actually does — features, how they work, what's included in each tier, the correct terms for things. The backbone of every accurate answer.
Format: PDF, Markdown, HTML, or plain text. Keep one topic per file where you can; a clear heading structure helps the rep find the right passage.
Freshness: re-export whenever the product changes. Date each file; retire docs for removed features so the rep can't cite them.
Website & marketing pages
Teaches your rep: how you describe yourself to the world — positioning, value props, the language customers already heard before they arrived.
Format: save each key page as its own text or PDF file (home, product, solutions, about). Strip nav and footer boilerplate so only the real copy remains.
Freshness: re-capture after any site refresh. Marketing copy drifts quietly — date it so you can spot old claims.
FAQ
Teaches your rep: the answers to the questions you already know get asked most — the fastest, highest-value coverage you can add.
Format: a plain question-and-answer list, one Q and its A per entry. If you don't have a written FAQ, this is worth authoring from scratch (it's publishable by definition).
Freshness: add new entries as new questions surface. Date the file each time you touch it.
Pricing pages volatile
Teaches your rep: your plans, what's in each, and — most importantly — where the live prices live.
Format: supply the pricing page, but treat the numbers as pointers, not facts to memorize. The rep is trained to send customers to your live pricing page for exact figures, never to quote a price from memory.
Freshness: prices change and stale prices cause real disputes — so the policy is deliberate: point at the source of truth. Still date the file, and re-supply after any pricing change.
§3Support & operations material
Knowledge-base / help-center export
Teaches your rep: the long tail — the hundreds of specific how-do-I answers your support team already wrote. Often the single richest source you have.
Format: a bulk export from your help-center tool (Zendesk, Intercom, HelpScout, Notion, etc.) as HTML or Markdown, one article per file where possible.
Freshness: re-export on a schedule — quarterly at least. Help centers rot fast; date the export so old articles are visible as old.
Troubleshooting & setup guides
Teaches your rep: how to walk a stuck customer through a fix — the fuel for the rep's troubleshooting duties, where step-by-step accuracy matters most.
Format: keep the step structure intact — numbered steps, "if this, then that" branches, error messages verbatim. Screenshots can be described in captions.
Freshness: a wrong troubleshooting step is worse than none. Re-check against the current product and date every guide.
Support macros / canned replies
Teaches your rep: your house style for common situations — the exact, approved wording your team already trusts for refunds, resets, and routine requests.
Format: export your saved replies / macros as a plain list, each with a short label of when it's used. Remove any that contain internal-only steps.
Freshness: prune retired macros so the rep doesn't offer a process you no longer run. Date the export.
Security & data-handling statement
Teaches your rep: its "your data is safe" talk track — how you handle customer data, where it's stored, what certifications you hold. This answer must come from a real document, never improvised.
Format: your published security page, privacy policy, or a plain statement of your data practices. Only include what you can stand behind publicly.
Freshness: security claims age into liabilities. Keep it exactly current, date it, and update the moment a practice or certification changes.
§4Voices & proof
Recordings and stories give the rep something documents can't: your voice, your reasoning, and proof the product delivers. Recording how-tos live on the next page — here's what each kind teaches.
Founder / team interview recordings
Teaches your rep: the story and the why — where the company came from, what problem it exists to solve, the conviction behind the pitch. This is what makes the rep sound like your business, not a generic bot.
Format: audio converted to FLAC (see the recording page). Name files with the speaker and month.
Freshness: re-record when the story materially shifts — a pivot, a new flagship product. Date each recording.
Product demo recordings
Teaches your rep: the product in motion — the real flow of using it, the language you use while showing it, the moments customers usually get stuck.
Format: screen-recorded video (mp4/mov/webm) when the picture matters, or audio-only if it's narration. Keep the walkthrough in order.
Freshness: re-record after a UI overhaul — a demo of last year's interface teaches the rep the wrong screens. Date it.
Case studies & testimonials
Teaches your rep: proof it works — concrete outcomes, named use cases, the kind of customer who succeeds. What the rep reaches for when someone asks "does this actually work for people like me?"
Format: published case studies as text or PDF; testimonials as short quotes with attribution. Only use ones you have permission to quote publicly.
Freshness: retire outcomes tied to old versions or lapsed customers. Date each one.