What confidence means
Confidence summarizes how well the available ticket context and approved knowledge support the prepared answer. It is not a guarantee that the diagnosis or reply is correct.
Read the source before approval
Sources used for this reply separates sources cited by the model from other context that was merely supplied. Approved articles show the version and freshness captured when the draft was generated. Prior tickets are labeled as examples only because they may contain one-off exceptions, outdated policy, or a reviewer mistake. Open the source and verify that its product, version, audience, prerequisites, and steps match the customer request. A high retrieval match can still point to instructions for the wrong product state.
Know what was not searched
The current drafting pipeline does not browse the web. The sources panel says when external sources were not searched so a reviewer never mistakes tenant-scoped context for outside research. Any model-returned citation that does not match a source supplied for that run is discarded and flagged for review.
Treat missing knowledge as a workflow signal
If the draft has no reliable source or sources conflict, request the missing information, write a manual response, or escalate. When you edit a draft, tag why it was wrong. Documentation-related corrections can become KB update candidates, but AppsResolve never learns from the sent reply or publishes knowledge automatically.