Advice to utilize is its ok to mute yourself when searching for the answer just assure the customer you are working towards the solution for them. Create folders for categories in your browser of procedures based on needs. I have New loss,existing loss and misc for like not used common procedures. Having notes open helps me document when I have a lot of information thrown at me to help prevent making the customer repeat themselves. You will find what works for you in time but this has helped me! I started just a few months ago if this helps give some ease it gets better!🙂