Knowledge segments prioritisation

[hypervalue]

What is the best way to segment a knowledge base and prioritize agent responses based on topics?

For example, I have a “UsersFAQ” and a “TechKnowledgeBase”, as knowledge bases ("knowledge") and I want the agent to:

• Prioritize “TechKnowledgeBase” for technical questions while using “UsersFAQ” as a secondary source.
• Prioritize “UsersFAQ” for general frequently asked questions, using “TechKnowledgeBase” as a supplementary source when needed.