Improve an incorrect or incomplete answer
Turn a missed customer question into better business information.
Before you start: Keep the customer’s question and the answer that needs improvement.
Find the cause
Compare the reply with your current FAQ.
Check whether the information is missing, unclear or contradictory.
Open Knowledge Improvement to review any relevant suggestions. Suggestions are not automatically added to your knowledge base.
Confirm the correct answer with the person responsible for the business policy.
Update your FAQ and try again
Write a direct answer to the missed question.
Open Knowledges, then the collection used by the inbox.
Use Add Documents to upload a clearly named clarification file when you need to add missing information.
Wait for that document to be Available.
Check the inbox still has the intended collection selected.
Ask the same question again and compare the reply with the corrected information.
When correcting an existing policy, reconcile the old source too; adding a second contradictory document can make answers less clear.
Keep current source documents consistent before checking another customer question.
Example
A customer asks about Saturday. A useful FAQ entry says: “Published hours are Monday–Friday, 9 AM–5 PM, Kuala Lumpur time. For a Saturday exception, ask our team; an exception is not guaranteed.” Ask about Saturday again after the clarification is ready.
Review suggested improvements
Knowledge Improvement shows suggestions for the knowledge base. The page explicitly states that improvements are not automatically added. Review suggestions against your approved business information before updating a source. The Documents screen is where you check the files currently in the collection.
This is the actual suggestion screen. This demo has no suggestions yet; the page explains that suggestions are not automatically added to the knowledge base.
Try it
The exact published schedule, timezone and how to ask the team about an exception.
You are ready when
- The source clearly answers the missed question.
- The new reply reflects the improved information.