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Marno retrieves a small set of relevant passages. Public answers can link to public web sources. Manual entries, files, and Discord Q&A can still support an answer without giving the customer a public link.

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Improve retrieval

  • Keep one subject in each manual entry.
  • Write Q&A questions in language customers use.
  • Put the complete answer in the source.
  • Prefer one current guide over duplicate copies.
  • Disable or delete outdated material.
  • Use High priority for authoritative sources and Low for secondary material. Priority changes ranking, not relevance.
  • Put a source on the agent responsible for that support lane.

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Validate an answer

  1. Open the source and read the stored content.
  2. Ask a realistic question in Sandbox → Knowledge Test.
  3. Check every important claim.
  4. Open each public citation.
  5. Repeat with different wording and a nearby question the source should not answer.
  6. Use Sandbox → Ticket when office hours, answer mode, or handoff behavior also matters.
If Marno asks the wrong specialist, narrow the specialist’s job. If it cites the wrong material, remove conflicts before raising priority.