INTERNAL POLICY SUPPORT · Workflow idea
Give employees a way to ask questions about company guidance in the channels your team supports. Keep answers grounded in the current shared documents and show where each answer came from.
01 / The starting point
A question submitted through an internal help channel
“Answer using only relevant company documents, include source references, and say when the available material does not answer the question.”
02 / The work
Keeps answers connected to shared policy material, makes relevant sources visible, and brings unanswered or unclear questions back to the team.
Use supported documents from the selected shared folder and replace older content when those source documents change.
Collect questions from the internal help options your team has chosen and disregard automated messages where appropriate.
Look for the document content that directly relates to the employee’s question.
Prepare a friendly answer using the relevant material and include links that let the employee check it.
When the material does not support a reliable answer, make that clear and direct the question to a person.
Continue the conversation where supported and keep the answer tied to the employee’s original question.
03 / The result
A concise response with links to its source material, or a clear handoff when the documents do not support an answer.
Customer support · Example outcome
A concise response with links to its source material, or a clear handoff when the documents do not support an answer.
A generated response is not a policy decision. Employees should check the cited source, and questions about missing, conflicting, or sensitive guidance should go to the responsible person.
04 / Make it yours
A few choices shape the work around your team.
Choose the shared folder and supported document types that contain current company guidance.
Decide which internal question channels to offer and who is responsible for unanswered questions.
Require answers to include relevant source references and define how to handle missing or conflicting information.
Confirm the service account can access the intended documents and test how updated or removed material is reflected.