Clarify, retrieve, and connect the right work

Follow a question through the hub

Establish a maintained corpus, consistent edition and role facets, and an evaluation set. Preserve the user’s access rights throughout retrieval.

1. Step 1

   Receive the question

   The hub records the request and available context.

   System

   The search experience passes the query and permitted scope to retrieval.

2. Step 2

   Interpret terms

   Map “second site” to the multi-site feature.

   Taxonomy

   Maintain requester language alongside approved feature names.

3. Step 3

   Retrieve candidate topics

   Find maintained tasks and supporting know-how.

   Content team

   Topics must state the task they answer and retain necessary prerequisites.

4. Step 4

   Establish edition and version

   Use supplied context or ask a clarifying question.

   Taxonomy

   Facets identify what is missing and prevent mixed-edition answers.

5. Step 5

   Connect tasks and roles

   Follow the scoped feature to the work and permissions involved.

   Ontology and knowledge graph

   Typed relationships identify the task set rather than relying on page similarity alone.

6. Step 6

   Generate with evidence

   Present scoped instructions and their supporting topics.

   Model

   The answer must preserve source scope and avoid filling gaps with unsupported steps.

7. Step 7

   Apply and report gaps

   The account manager checks the sources and proceeds.

   People

   Capture unresolved questions and misleading answers for review by the relevant content or system owner.

This framework provides a practical baseline shaped by experience. Every organization operates under distinct technical and operational realities that require tailored design and governance. While you can adapt these measures independently, we frequently partner with teams to customize governance, integrations, and rollout. Performance outcomes will naturally vary.

Verify the result and handle exceptions

Score simple, ambiguous, and cross-topic questions. Check that every citation supports the associated instruction and that access filters remain in force.

If scope cannot be established, ask before presenting edition-specific actions. If related tasks are missing or contradictory, expose the gap and route it to the owner.