One answer layer over internal systems (L3)
Employees stop guessing which system holds the answer. A retrieval layer indexes the docs, tickets, and wikis people are allowed to see and answers with citations and permissions respected.
The steps
- 01
Inherit permissions, do not rebuild them
Tool: Glean
The answer layer must respect source system permissions per user. Any design that flattens access is a data leak with a friendly interface. Owner: IT plus security. DoD: permission tests pass for three user personas.
- 02
Index a narrow, high value set first
Tool: Notion
Start with policies, product docs, and onboarding. Indexing everything on day one imports every stale document you own. Pitfall: boiling the ocean and getting confident wrong answers. DoD: first index scope is documented and deliberately small.
- 03
Answer with citations only
Tool: Slack
Every answer links its sources. If retrieval is empty, the layer says so and routes to an owner. Owner: IT. DoD: verified refusal behaviour on ten gap questions.
- 04
Review the unanswered log
Tool: Manual
Unanswered questions are a documentation backlog and an access problem list. Review weekly and assign owners. Owner: ops lead. DoD: weekly review with owners assigned.
Tools in this playbook
Building the team behind this workflow?
Next playbooks
Unfamiliar terms are defined in the AI and Revenue Dictionary. Related frameworks live in the framework library.