Decision inputs
Facts that change the policy answer
The request sits in customer service and sales and connects resolved cases, product documentation and approved procedures with a reusable support article. That context distinguishes it from a generic permission to use AI.
- 1Task and owner
- Support content writer wants to create a knowledge-base answer. Name who owns the finished a reusable support article; ownership should not disappear because AI helped produce it.
- 2Information involved
- Resolved cases, product documentation and approved procedures. Look beyond pasted text: files, integrations and retrieval connections can expose the same material.
- 3Tool and account
- An approved company account. Treat a new plug-in or connector as a change to the approved setup.
- 4Intended result
- The expected result is a reusable support article. The policy needs to know what happens after generation, including publication, communication and automated use.
- 5Consequence if it is wrong
- One unusual case can be turned into general guidance that is wrong for most customers. A familiar task still needs escalation when this consequence becomes plausible.
- 6Human review
- knowledge-base owner should inspect, change, reject or stop the result. Make the review happen before reliance and give the reviewer a real way to stop the work.
Possible policy routes
The task name alone cannot decide it.
A published workplace policy can return different answers for the same task. These are the practical branches worth encoding.
A routine policy route may be possible
The request may fit ordinary policy handling once the exact account is approved, only the minimum internal information is used, a reusable support article remains within the stated purpose, and knowledge-base owner reviews it before use.
Approval may be required
A named reviewer should take over when the account or data handling is uncertain, one unusual case can be turned into general guidance that is wrong for most customers, or a reusable support article reaches people or systems beyond the requester’s authority.
The request may need to stop or change
Do not continue unchanged when restricted information would enter an unapproved service, the output would act before knowledge-base owner can intervene, or check the article against current documentation and define when agents must escalate cannot be maintained. Consider less information, a controlled account or a non-AI process.
Request checklist
Questions to ask before using the tool
- 01
Which approved account will perform create a knowledge-base answer, and what external connections can it reach?
- 02
Could resolved cases, product documentation and approved procedures be reduced to a short de-identified extract?
- 03
Does a reusable support article create an external statement, a decision or an automated action?
- 04
What evidence will knowledge-base owner use to accept, correct or reject the result?
- 05
Would another region, audience or frequency activate a different company rule?
Worked request
What the employee should submit
This example supplies decision facts without pasting the underlying material into the approval record.
- requester
- support content writer
- task
- Use AI to create a knowledge-base answer.
- information
- resolved cases, product documentation and approved procedures
- tool
- An approved company account
- frequency
- Recurring work
- region
- Where the work and affected people are located
- purpose
- Draft or analyse
- impact
- External publication
- review
- Complete human review
- owner
- knowledge-base owner
Useful safeguards
Controls that fit this request
- ✓
Check the article against current documentation and define when agents must escalate
- ✓
Keep whole files, mailboxes and datasets out of the prompt when a short part of resolved cases, product documentation and approved procedures is enough.
- ✓
Write the boundary around a reusable support article clearly so later users do not expand the approval by assumption.
- ✓
Record the request and reviewer without copying unnecessary parts of resolved cases, product documentation and approved procedures into the audit trail.
Questions people ask
About this AI use
Is using AI to create a knowledge-base answer automatically allowed?
Treat this as a request pattern. The authoritative answer comes from the current company policy and the employee’s completed submission.
When is the request detailed enough to decide?
Describe a reusable support article, identify resolved cases, product documentation and approved procedures, name the exact tool and account, explain who will receive or rely on the output, and state how knowledge-base owner will review it.
What belongs in the completed policy record?
Record the request and reviewer without copying unnecessary parts of resolved cases, product documentation and approved procedures into the audit trail. A classification and controlled reference may be enough when copying resolved cases, product documentation and approved procedures would create unnecessary risk.