Set up manager-approved verified answers for the most common and highest-risk questions to ensure team consistency.
When your team fields the same high-risk question repeatedly, inconsistent answers create compliance exposure. Verified Answers in Glean lock in a single, manager-approved response that surfaces every time, regardless of how an officer phrases the query.
You eliminate the risk of outdated guidance, conflicting interpretations, or officers relying on memory. Every search returns the same compliance-approved text, sourced from your current SOP.
Conduct a monthly review of Glean Analytics to identify gaps, update documentation, and share changes with the team.
Regularly audit Glean search results to ensure they match the current correct procedure and identify outdated documentation.
Use Glean Analytics to identify the most frequent search queries and where documentation is unclear or missing.
From the Glean admin console, navigate to Verified Answers.
Click Create New Verified Answer.
Enter the target query (e.g., the question your team asks most often).
Write the verified answer based on the current SOP and confirm it with Compliance before publishing.
Add source links to the relevant SOP and activity master records for reference.
Publish the verified answer. Every team member now receives the same accurate answer regardless of how they phrase the question.
**Target query:** What is required for a [specialised activity] registration? **Verified answer (hypothetical):** A [specialised activity] registration requires: • Completed [Form X] signed by [authorised officer] • Proof of [legal structure] ([certificate or equivalent]) • [Document Y] confirming [compliance requirement] • Payment of [fee amount] via [approved payment method] Refer to [SOP link] and [activity master record link] for full details. **Source links:** • SOP: [internal document] • Activity master record: [internal record] **Result:** Every officer who searches variations of the question receives this exact answer.
Create a verified answer for the query 'What is required for a [specialised activity] registration'. Base the answer on the current SOP and confirm it with Compliance before publishing, so every team member receives the same accurate answer regardless of how they phrase the question.
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.