Knowledge and observability
Give the team trusted reference material and the evidence needed to debug the system.
- For
- Operators and admins
- Owner
- Sakha AI
- Outcome
- Maintain trusted knowledge and inspect AI health and evidence.
- Last verified
- 2026-08-30
- Next review
- 2026-11-28
- Status
- supported
Knowledge helps people answer consistently. Observability helps operators understand when the system is not behaving as expected. Keep both grounded in the current workspace and current evidence.
Maintain useful knowledge
- Write for the person who needs the answer while doing the work.
- Prefer a short decision rule over a long dump of source material.
- Retire or update articles when the underlying workflow changes.
- Keep private customer or provider details out of broadly visible guidance.
Investigate from evidence
- Start with the customer-visible symptom and exact time window.
- Separate CRM state from provider or integration state.
- Look for the durable record of the action and its terminal result.
- Avoid retrying an external action while the outcome is uncertain.
- Leave the next operator a clear explanation and safe next step.