ODOE Knowledge And Self-Service

Knowledge And Self-Service

Trusted help experience for staff and stakeholders with grounded AI answers, approved source references, and clear escalation when self-service is not enough.

Trusted Answers

Give people reliable answers before they need to open a request.

This page represents the knowledge and self-service layer of the platform. It gives staff a safe, searchable place for how-to guidance, access steps, policy answers, troubleshooting, and escalation options. AI can help summarize and retrieve answers, but only from approved source material and always with visible references.

Audience: staff, managers, service desk AI role: grounded retrieval + summarization Rule: no unsupported answers
Search example: "How do I request temporary staff access?" AI answer grounded in approved sources only Escalate when confidence is low or approval is needed
self-service first
61%

Common questions resolved without ticket creation

grounded answers
100%

AI answers with visible approved sources

knowledge health
87

Approved knowledge articles

still routed
39%

Questions that still need intake or support

Grounded Answer Example

AI should help people find the right answer faster, but only from trusted sources and with clear citations.

Approved sources only

User Question

"How do I request temporary staff access for a project worker starting next Monday?"

AI-Grounded Answer

To request temporary staff access, use the Request Intake page and choose Access request. Include the worker name, start date, end date, division, supervisor, business purpose, and the named approver before submission. Access work cannot be completed until the approver is confirmed.

  • Use the intake path instead of email or chat so the request is tracked.
  • Attach any role or system details if special access is needed.
  • If the start date is within 2 business days, mark the timing reason clearly in the request.

Recommended next action: Open `Request Intake` and start an Access request.

Approved Source References

KB-1104 Temporary Staff Access Guide

Owner: Identity service owner | Last reviewed: Apr 2026

POL-2108 Access Approval Standard

Owner: Security and governance | Last reviewed: Mar 2026

SR-1002 Request Intake Field Rules

Owner: Service desk | Last reviewed: Apr 2026

Knowledge Service Lanes

Not every question should become a ticket. The platform should direct people to the right path on purpose.

Self-Service

Use when the action is safe, repeatable, and well documented.

password help Teams guidance standard setup steps

Policy Answer

Use when the person needs guidance on what is allowed, required, or who must approve it.

access rules data handling approval requirements

Route To Intake

Use when the request needs tracking, approval, ownership, or delivery work from IT.

new request service issue enhancement

Top Knowledge Domains

These are the content areas that drive the most value when kept current and grounded.

Access and onboarding

Temporary staff access, role-based approvals, and common identity questions.

Collaboration and Teams

Workspace ownership, lifecycle rules, and publishing guidance.

Data and reporting support

Request expectations, common reporting issues, and known data refresh constraints.

Website and content updates

Energy Strategy updates, content workflow, and publish-readiness checks.

A world-class service platform should answer common questions safely and consistently. Knowledge and self-service are not side features. They are part of how the platform reduces noise and protects team capacity.