BeforeHaving to search through group chats or ask colleagues to find a policy or product information
NowAsk a question and get an immediate answer, with the original source included
Start with the materials for one department or one type of product, and identify which version is the latest.
Include the location of the original text in each answer; if the information is not in the materials, simply say you don't know.
Who can view what should remain consistent with the company's existing permissions.
No guarantees. That's why every answer includes the source in the original text, and if the information is not in the materials, it simply says it doesn't know; important decisions must still be verified by the person in charge.
Assign one owner to each type of material, and retest the frequently asked questions after updates.
A set of materials that can be used, groups specifying who can view which materials, and a colleague who can determine whether the answers are correct.
This page describes the approach; it does not mean that similar projects have already been completed for customers.
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