Compare written SOPs against how cases were actually processed to identify gaps between documented procedure and real practice.
Over time, actual practice can diverge from documented procedures. This cross-check helps you identify where SOPs need updating or where unique cases have introduced new requirements.
By comparing the written SOP against recent case outcomes, you ensure the department's documentation reflects reality and catch drift before it becomes embedded practice.
Conduct a monthly review of Glean Analytics to identify gaps, update documentation, and share changes with the team.
Regularly audit Glean search results to ensure they match the current correct procedure and identify outdated documentation.
Set up manager-approved verified answers for the most common and highest-risk questions to ensure team consistency.
Open Glean and search for the SOP first: Show me the SOP for [process name].
Review the key steps and requirements documented in the SOP.
Ask a follow-up question: Show me how the last 5 cases of this type were actually processed.
Compare the documented procedure against the real case outcomes.
Document any differences you find.
Flag the differences to your manager for review.
You are cross-checking the SOP for [process name] against recent cases. 1. Search: "Show me the SOP for [process name]" → SOP states: [documented steps from your SOP] 2. Search: "Show me how the last 5 cases of this type were actually processed" → Case [reference]: [outcome observed] → Case [reference]: [outcome observed] → Case [reference]: [outcome observed] → Case [reference]: [outcome observed] → Case [reference]: [outcome observed] 3. Document gaps: - [description of any differences between documented procedure and actual practice] - [note whether SOP may need updating or cases deviated from procedure] 4. Flag to [manager] with case references and SOP link.
Compare the written SOP for [process name] against how the last 5 cases of this type were actually processed. Note any differences between the documented procedure and real practice.
Search email and Teams history to get fully briefed on a case before meeting with Compliance or other departments.
Search Salesforce case history to find precedent for specialised or unusual activity requests.