Glean for enterprise search and knowledge management — covering beginners learning to search SOPs and activity requirements, intermediate officers finding case precedent and cross-referencing decisions, and advanced managers closing knowledge gaps and standardising team-wide answers.
The core use cases in this guide cover the full knowledge management workflow: searching SOPs and activity requirements instead of manual folder searching, locating correct document templates, finding precedent from previous cases, cross-referencing activity rules with prior decisions, identifying knowledge gaps through analytics, curating verified answers for high-risk questions, and auditing search results for accuracy.
Different use cases for the tool in work fields.
Search for document, NOC, and external approval requirements for any activity type using natural language.
Quickly find the most current version of any document template without browsing SharePoint folders.
Search for standard operating procedures for any Registry process step without knowing folder structures.
Search Salesforce case history to find precedent for specialised or unusual activity requests.
Compare written SOPs against how cases were actually processed to identify gaps between documented procedure and real practice.
Search email and Teams history to get fully briefed on a case before meeting with Compliance or other departments.
Use Glean Analytics to identify the most frequent search queries and where documentation is unclear or missing.
Set up manager-approved verified answers for the most common and highest-risk questions to ensure team consistency.
Regularly audit Glean search results to ensure they match the current correct procedure and identify outdated documentation.
Conduct a monthly review of Glean Analytics to identify gaps, update documentation, and share changes with the team.
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