A shared library for playbooks keeps practice, scoring, and coaching aligned

The compliance team's SOP, the enablement team's playbook, and the sales manager's scorecard used to live in three different places, each one a slightly different version of the same standard. Now they can all point to the same file.

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Why this matters

As a training program grows, the same reference material tends to get copied into multiple places: pasted into a roleplay agent's prompt, retyped into a scorecard, attached separately to a course. Each copy can drift from the original the moment someone edits one but not the others.

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A rep practicing against an outdated objection-handling script while being scored against an updated one is not a hypothetical, it is what happens by default once a playbook update does not propagate everywhere it was used.

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How it works

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Resources is a centralized library for reference documents, playbooks, SOPs, compliance guidelines, product one-pagers, and objection scripts, accessed through Manage > Resources. Supported formats include PDF, Word, plain text, CSV, and Excel, along with YouTube links added directly without a file upload.

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Once uploaded, a resource can be attached wherever it is needed: to a roleplay agent so the AI buyer's objections and context are grounded in the real document, to a scorecard so grading criteria reference the same material, or to a course so the training content stays consistent with what reps are practiced and scored against.

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There is no cap on reuse, a single document can sit attached to multiple agents, scorecards, and courses at once. Because the document lives in one place, an update to the source resource is reflected everywhere it is attached, rather than requiring a manual edit in every location that previously had a copy. In a course specifically, an attached resource shows up in a Learning Resources tab that learners see directly alongside the practice activities, not just as an invisible input feeding the AI.

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What this unlocks

An enablement manager rolling out an updated pricing SOP can upload it once and know that the roleplay agents testing pricing objections, the scorecards grading pricing conversations, and the course explaining the new pricing tiers are all referencing the identical document.

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A compliance team in a regulated industry like insurance or financial services gets a single source of truth for approved language, so a rep's practice sessions, their scored feedback, and their required training all trace back to the same governed material rather than three versions that quietly disagreed.

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A support enablement lead can upload an updated de-escalation script once and have the roleplay agent simulating an angry customer, the scorecard grading whether the steps were followed in order, and the certification course new hires complete before taking live calls all point back to that same file.

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Full details are in Managing resources.

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The bigger picture

Launched in v3.3 (March 2026), the failure mode this closes was never a lack of documentation, most teams have plenty of it. It was that the same standard existed in three copies the moment it got used in three places, and nobody was responsible for keeping them in sync.

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Consistency across a training program was never a matter of writing better documents, it was a matter of having only one copy of them.

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