How do we capture knowledge before our experienced people retire?

Documentation is the conventional answer and fails predictably: written once, consulted rarely, superseded silently. The knowledge at risk is rarely conceptual — it is how a borderline case is really assessed, which exceptions are tolerated, what the unwritten sequence is.

Skills in Centralpoint are records with named owners and review cadences, pre-indexed so they load automatically whenever a relevant request arrives. An expert's judgement about an edge case, captured once, governs every subsequent handling rather than waiting to be rediscovered — and version history keeps the reasoning inspectable long after the person has left.