# FAQ
## Capabilities & Functionality
**Q: What does the Knowledge Manager do?**
A: The Knowledge Manager is a Digital Worker that gives service and operations teams fast access to trusted, relevant guidance in the flow of work. When a user submits a question, it interprets the intent behind it, searches across every connected knowledge source simultaneously, and returns ranked answers with citations and confidence indicators so users know exactly where the guidance comes from. It flags gaps in the knowledge base automatically, improves with user feedback, and can generate structured knowledge articles from resolved work for human review and approval.
**Q: What sources does it search when answering a question?**
A: The Knowledge Manager searches across all connected sources simultaneously, including manuals, PDFs, job histories, case notes, and resolved cases. It can connect to enterprise applications, support platforms, knowledge platforms, and document repositories. The specific sources available depend on the integrations configured for your environment.
**Q: How does it handle ambiguous or incomplete questions?**
A: When a question does not contain enough information to return a confident answer, the Digital Worker asks a targeted follow-up question to clarify what is needed. It interprets the intent behind queries, including asset context, urgency, configuration, and role, so it can ask the right question rather than returning low-confidence results or requiring the user to rephrase and resubmit.
**Q: How does it rank and present answers?**
A: Answers are ranked by relevance, confidence, and source authority. The Digital Worker surfaces the most appropriate guidance first and displays citations alongside each response so users can see exactly which source the guidance comes from. Confidence indicators give users a clear signal of how well-supported each answer is, which is particularly important in compliance-sensitive or safety-critical environments.
**Q: Can it generate knowledge from resolved work?**
A: Yes. After a complex issue is resolved, the Digital Worker can generate a structured draft knowledge article from the interaction. This draft is submitted for human review and approval before it becomes part of the searchable knowledge base. No unreviewed content enters the knowledge base automatically.
## Control & Collaboration
**Q: Does a human review the guidance before it reaches the user?**
A: Knowledge that already exists in the connected sources is surfaced directly to users with citations and confidence indicators rather than passing through a review step at query time. The human-in-the-loop model applies at the knowledge creation stage: articles generated from resolved work are reviewed and approved by a knowledge owner before they are added to the knowledge base and made available for future queries.
**Q: How does the Digital Worker handle questions it cannot answer confidently?**
A: When the Digital Worker cannot find a confident answer, it does not surface low-quality or speculative guidance. Instead, it flags the gap automatically for review by the knowledge team. The question pattern is tracked so that recurring unanswered questions become visible and can be prioritized for knowledge development.
**Q: How does feedback from users improve the Digital Worker over time?**
A: Each response can be rated with a thumbs up or thumbs down. This feedback is used to improve how the Digital Worker responds and which content it surfaces. The system also learns from confirmed outcomes and human review decisions, so the quality of guidance improves as the knowledge base and usage patterns develop.
**Q: Can it generate job notes from an interaction?**
A: Yes. At the end of an interaction, the Digital Worker can generate a set of job notes based on the conversation. These notes can be reviewed by the user and submitted automatically, reducing the time required for post-job documentation.
### Integration & Technology
**Q: What systems and platforms does the Knowledge Manager integrate with?**
A: The Knowledge Manager integrates with enterprise applications, support platforms, email, knowledge management platforms, collaboration tools, and document repositories. This allows it to search across the sources your teams already use and deliver answers through the channels where they already work.
**Q: How do users access it?**
A: Users access the Knowledge Manager through Microsoft Teams on desktop and mobile, as well as through other connected communication channels. The interface supports natural language questions and follow-up queries within the same conversation, so users can get further detail or run diagnostic steps without switching tools or starting over.
**Q: What knowledge sources can it connect to?**
A: The Knowledge Manager can connect to knowledge platforms including Notion, Confluence, and Google, support platforms including Zendesk and Intercom, enterprise applications including IFS and Salesforce, document repositories including Google Drive, and email platforms including Microsoft Outlook and Gmail. Refer to your implementation documentation for the specific connectors enabled in your environment.
### Security & Reliability
**Q: How does the Digital Worker ensure the guidance it surfaces is trustworthy?**
A: Every response includes citations that identify the source of the guidance and confidence indicators that reflect how well-supported the answer is. Users are never presented with guidance stripped of its provenance. This means teams can make informed decisions about how much weight to place on any given response, which is particularly important in high-compliance or safety-sensitive contexts.
**Q: What prevents outdated or unsafe guidance from being surfaced?**
A: The Relevance Ranking skill surfaces validated steps and suppresses outdated or unsafe guidance based on source authority and confidence scoring. Knowledge gaps and weak guidance are flagged for review rather than surfaced to users. The human-in-the-loop approval process for new knowledge articles also prevents unreviewed content from entering the knowledge base.
**Q: How is role-based access and visibility managed?**
A: The Knowledge Manager supports role-based visibility, ensuring that users see guidance appropriate to their role and context. Escalation paths and traceability are built into the system, keeping humans in the loop where compliance or operational risk requires it.
**Q: Is there an audit trail of interactions and guidance provided?**
A: Yes. The Digital Worker is governed by design, with full visibility and auditability across interactions. This supports compliance requirements and gives operations and knowledge teams the oversight they need to manage guidance quality and track how the system is being used.
### Customization & Performance
**Q: Is it suitable for high-compliance or safety-sensitive environments?**
A: Yes. The Knowledge Manager is specifically designed for service and operations teams in high-compliance or safety-sensitive environments. The combination of source citations, confidence indicators, role-based visibility, human-in-the-loop knowledge approval, and full auditability makes it appropriate for contexts where acting on incorrect or outdated guidance carries real operational or safety risk.
**Q: What agentic skills does the Knowledge Manager use?**
A: The Knowledge Manager is built on five agentic skills: Conversational Query Interpretation, Context-Aware Retrieval, Knowledge Gap Detection, Relevance Ranking, and Multi-Source Knowledge Search. Together these skills cover the full path from interpreting a user's question through to surfacing ranked, cited guidance and identifying where the knowledge base needs to be strengthened.
**Q: Can it be configured for specific asset types, teams, or operational contexts?**
A: Yes. The Context-Aware Retrieval skill delivers asset- and configuration-specific guidance based on the operational context of the query. The sources it searches, the knowledge it prioritizes, and the escalation paths it applies can all be configured to reflect your organization's specific asset types, team structures, and compliance requirements.
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