Treat age as a review signal
Add a review date and update articles when product behavior, policy, supported versions, or escalation ownership changes. Article freshness helps a reviewer decide what needs a closer check, but an older article is not automatically wrong and a recent article is not automatically correct.
Record why a draft needed correction
A sent reply and its edits never become approved knowledge or model training data automatically.
- Tag missing or outdated documentation when it affected the reply.
- Identify an unsupported claim instead of silently rewriting it.
- Record conflicting sources so the article owner can resolve the disagreement.
- Turn stable, reusable corrections into a knowledge-update candidate.
Review the proposed change
Reject or revise a proposal that includes customer-specific information, unresolved disagreement, a privileged action without authority, or a claim the available evidence does not support.
- Compare the proposed text and metadata with the currently published version.
- Check tenant scope, audience, product, version, prerequisites, and source.
- Run any required evaluation or regression review.
- Approve and publish only when a person accepts the resulting guidance.