Retrieval answer desk for reps (L3)
Reps ask product, security, and pricing questions in Slack and get an answer with a source link from your approved corpus, not from model memory. Unanswered questions become the content backlog.
The steps
- 01
Define the approved corpus
Tool: Notion
Name the exact sources the answer desk may read: current security pack, price book, product docs, approved battlecards. Everything else is excluded, including old decks in drive folders. Owner: enablement plus product marketing. DoD: corpus list with an owner and review date per source.
- 02
Require citations or silence
Tool: Glean
If retrieval finds no supporting passage, the answer is I do not know plus a route to a human. Confident unsourced answers are worse than no answer for security and pricing questions. Pitfall: letting the base model fill gaps. DoD: refusal behaviour verified with ten deliberate gap questions.
- 03
Put it where reps already are
Tool: Slack
Answers come back in the channel the rep asked in, with links. A separate portal will lose to asking a colleague every time. Owner: RevOps. DoD: answer desk responds in the main sales channel.
- 04
Turn gaps into the content backlog
Tool: Notion
Every I do not know is logged. The weekly enablement backlog is that log, sorted by frequency. This is the highest signal content roadmap you will ever get. Owner: enablement. DoD: weekly backlog review driven by the gap log.
Tools in this playbook
Next playbooks
Unfamiliar terms are defined in the AI and Revenue Dictionary. Related frameworks live in the framework library.