SUPPORT KNOWLEDGE REVIEW · Workflow idea
For a support team’s approved knowledge collection, use a customer’s question to find relevant passages and prepare a response with clear references. Enforce the original document access rules, keep policy versions and dates visible, protect personal details, and tell the customer when the sources do not answer the question; an agent should approve replies and handle sensitive or consequential cases.
01 / The starting point
A permitted support channel and documents approved for customer-facing use
“Prepare a useful answer grounded in approved guidance without inventing policy or revealing internal material.”
02 / The work
Helps support teams find relevant guidance and prepare document-grounded customer responses.
Check what the person may ask and which material may be used.
Verify document ownership, version, audience, and review date.
Keep the cited passages visible and use only supported information.
Avoid guessing and route unresolved issues to a support agent.
Verify the exact answer, recipient, and any account-specific details.
03 / The result
A cited response draft with source passages, limitations, and agent approval status.
Customer support · Example outcome
A cited response draft with source passages, limitations, and agent approval status.
A confident answer can still rely on outdated or internal-only material. Separate public guidance from internal documents, honor access permissions, cite current sources, disclose gaps, and require an agent for refunds, account changes, safety issues, or unresolved questions.
04 / Make it yours
A few choices shape the work around your team.
Map each collection to staff or customers authorized to see it.
Remove obsolete material and identify who approves policy changes.
Make source context and gaps visible in every proposed answer.
Route sensitive, high-impact, and unsupported questions to a person.