Rank the sources
Identify which policy, process, product, and account sources take precedence when they disagree. A search result is not automatically an approved answer.
Record the search outcome
For unusual or repeated questions, keep the query, source used, answer, and unresolved gap. This helps the owner improve guidance without relying on memory.
Stop when evidence is missing
If no approved source covers the request, acknowledge the gap and route the decision. Do not fill a missing policy with a confident guess or a copied answer from a different case.