Regularly audit Glean search results to ensure they match the current correct procedure and identify outdated documentation.
Glean's answers are only as accurate as the content it indexes. Over time, SOPs become outdated, processes change, and older versions of documents can linger. Regular audits ensure that what Glean surfaces is always aligned with the current correct procedure.
This is particularly important for critical processes where outdated guidance could lead to errors. By systematically checking Glean's output against known-correct procedures, you catch drift before it affects frontline decisions.
Conduct a monthly review of Glean Analytics to identify gaps, update documentation, and share changes with the team.
Set up manager-approved verified answers for the most common and highest-risk questions to ensure team consistency.
Use Glean Analytics to identify the most frequent search queries and where documentation is unclear or missing.
Identify a critical process to audit. Start with the most frequently searched topics or highest-risk activities.
Ask Glean the standard question a new officer would ask about that process. Use natural language, exactly as a frontline user would phrase it.
Review the answer against the current correct procedure that you know to be accurate. Compare the content systematically.
If they differ, identify which SharePoint document is out of date and causing the incorrect answer. Trace the mismatch back to the specific file.
Update the document. Correct the outdated content and save.
Confirm Glean re-indexes it correctly within a few minutes. Wait for the system to pick up changes.
Re-run the search to confirm the updated answer is now correct. Ask the same question again and verify the response now matches the current procedure.
Process being audited: [specific activity type] Question asked in Glean: "[Standard question a new officer would ask]" Glean's answer (before update): - [Item [value]] - [Item [value] with outdated reference] - [Item [value]] Known-correct procedure: - [Item [value]] - [Item [value] with current reference] - [Item [value]] - [Additional item] Mismatch identified: - Glean cited [outdated reference] instead of [current reference] - Missing [additional item] requirement Source document found: [Document location in SharePoint] Action taken: - Updated document to reference [current information] - Added [additional item] to checklist - Saved and published Re-test after waiting: Glean now returns the correct information including [current reference] and [additional item].
Ask Glean the standard question a new officer would ask about [process name]. Compare its answer against the current correct procedure. If they differ, identify which SharePoint document is out of date and update it.
Compare written SOPs against how cases were actually processed to identify gaps between documented procedure and real practice.
Search Salesforce case history to find precedent for specialised or unusual activity requests.