KNOWLEDGE SUPPORT · Workflow idea
For people authorized to use a selected collection of business records, provide conversational answers based on relevant entries and recent discussion context. Keep the knowledge collection current and appropriate for its audience, explain when an answer is uncertain or unsupported, and limit access to private records. Tell people when they are interacting with an automated service and provide a human contact for sensitive, urgent, or consequential questions.
01 / The starting point
A clearly described support channel and an audience-approved knowledge collection
“Make approved information easier to find without exposing restricted records or presenting guesses as facts.”
02 / The work
Finds relevant records in a selected business knowledge collection and uses them to prepare a response while retaining limited conversation context.
Use a clearly identified support experience and gather only details necessary to understand the question.
Search only current records the person is allowed to see and preserve their source context.
Answer from available evidence, state when information is missing, and avoid inventing policy or facts.
Keep private records out of shared replies and limit retained conversation history.
Route uncertain, sensitive, urgent, or consequential requests to a qualified support person.
03 / The result
A conversational answer grounded in permitted records, with a clear path to human help.
Reviews & approvals · Example outcome
A conversational answer grounded in permitted records, with a clear path to human help.
A response may misread records, omit qualifications, or reflect outdated material. Show source context where possible, protect records by audience, make uncertainty clear, minimize conversation history, and keep high-impact decisions with a qualified person.
04 / Make it yours
A few choices shape the work around your team.
Assign knowledge owners, review dates, and access levels to each source.
Tell people what information may be used, how conversations are handled, and how to reach a person.
Minimize stored conversation details and prevent disclosure across accounts or audiences.
Test unsupported questions and require human review for sensitive or consequential topics.
Keep exploring
Help visitors find answers in approved public guidance, with evidence, uncertainty, and human escalation.
Help employees or customers find answers in an approved document collection with source context.
Help authorized readers find answers in an approved document collection with source context and clear limits.