Questions for which AI Search could not find an SOP, questions where the answer was marked [Not what I was looking for], and words that returned 0 search results are recorded without showing the name of the person who asked. Recorded questions appear under [Unanswered questions] in [Desired procedures], grouped by identical question. Based on the questions that could not be answered in the field, you can decide which SOPs to create and which to revise.
Available on the Lite plan or higher. [Request revision] can be used on the Pro and Enterprise plans by Group Administrators or higher.
What is the Unresolved question list?
Questions that were searched for in the field but could not be found show where an SOP is missing, or where an SOP's wording does not match how people in the field describe the task. Desired procedures (Idea board) collects requests posted by people in the field, while the Unresolved question list collects requests from AI Search and search that ended without being posted. Both are handled on the same board, so a question that could not be found can be moved straight to Desired procedures.
Recorded questions
The following questions are recorded. Each one gets a label in the list.
| Label | When recorded |
|---|---|
| Not found | Questions for which AI Search showed neither SOPs nor folders |
| Word match only | Questions where AI Search could not choose an SOP and only showed SOPs whose words matched exactly |
| Course and skill SOPs only | Questions where AI Search and word matching both returned 0 results, and only SOPs in the asker's courses and skills were shown (See: Personalized AI Search guidance) |
| Not what I was looking for | Questions where [Not what I was looking for] was pressed under the AI Search answer |
| 0 search results | Words that returned 0 results in the search box and for which no “Did you mean” suggestion was shown |
The following cases are not recorded.
- Greetings and thanks (such as “Thank you”)
- When the AI asks the user to clarify the meaning of the question
- Questions of only one character
- When the same person repeats the same question within 10 minutes (second time onward)
- Questions from invited guests
The text of a question for which an SOP was found is not recorded. Recorded questions are automatically deleted after about 400 days.
Viewing the list
- Open [Desired procedures] in the sidebar
- Select [Unanswered questions] using the switch at the top
Identical questions are grouped into one row, which shows the following.
- The question (most recent wording), other wordings, and the first question in the conversation
- Count, number of people, and last date (for example, “3 times, 2 people, last 10/21”)
- Where it came from (AI Search or Search) and the label in the table above
- SOPs shown at the time (only the SOPs that the person viewing the list can see)
- Number of times it was found later (times the user asked again in the same conversation and opened an SOP)
- Status (“The person who asked has posted it to Desired procedures” / “Posted to Desired procedures” / “Revision requested” / “No action needed”)
At the top, you can filter by period (7 days, 30 days, 90 days, or 1 year; the default is 30 days), by source (All, AI Search, or Search), and by Group Affiliation. Turn on [Show items marked No action needed] to also show questions marked as No action needed. For people who can see the whole team, the list also shows the number of AI Search and search uses during the period, the rate of not-found results, and the number of times SOPs were opened.
The names of the people who asked are not shown. However, in a small team, the content of a question may reveal who asked it.
Who can view and what they can see
- Owners and Team Administrators: Can see questions from the whole team
- Group Administrators (also Created user, if expanded in the settings): Can only see questions from people in their own Group Affiliation and the groups under it. Questions from people who do not belong to any group are not shown
By default, the roles that can view the list are Group Administrator or higher. An owner can change this (see “How to configure” below). People outside the roles that can view the list, and invited guests, do not see the switch to [Unanswered questions].
Creating or revising an SOP from a question
Make it a desired procedure
When you click [Make it a desired procedure], the text of the question is posted as-is to “Desired procedures.” The poster is the person who clicked, and the name of the person who asked is not shown. The description reads “From questions not found in AI Search / Search (2 people)” and includes other wordings. Desired procedures is a board that field members also see, so please check that the question is OK to post before you click.
After that, move it through “Creating” and “Completed,” the same as regular Desired procedures (See: How to use Desired procedures (Idea board)).
Request revision
If the SOP that was shown at the time does not fully answer the question, click [Request revision]. Enter the SOP to revise (choose it from the SOPs shown at the time), Revision details (visible to the assignee; pre-filled with the text “Revise so it can answer the field question XX”), the assignee (required), and a due date, then click [Send the request]. The request is added to the Creation Plan (See: Creation Plan: Plan and track progress on SOP preparation).
[Request revision] appears only for questions that have an SOP shown at the time. It can be used on the Pro and Enterprise plans by Group Administrators or higher.
Mark as No action needed
When you click [No action needed], the question is removed from everyone's list on the team, and the same question will not appear again. Turn on [Show items marked No action needed] to show it, and use [Undo] to restore it.
What the person who asked sees
When AI Search cannot find an SOP, [Post to Desired procedures] appears below the answer. Pressing it posts the question to “Desired procedures” under your own name. When an answer is shown but it is not what you were looking for, press [Not what I was looking for]. Then “Thank you for letting us know.” and [Post to Desired procedures] appear.
When a question is recorded, the message “This question is recorded without your name and is sent to administrators and others who maintain SOPs.” appears.
How to configure
An owner configures this from a browser on a PC.
- Open [Owner Functions] from the side menu
- Select [Business rules] in the tabs at the top, then open [Personalized AI Search guidance · Unresolved question list]
- Select the items below, then click [Save]
| Item | Default | Details |
|---|---|---|
| Collect unanswered questions | On | When turned off, questions are not recorded. Questions collected so far are not deleted and remain in the list. The message “This question is recorded without your name…” in AI Search also stops appearing |
| Roles that can view unanswered questions | Group Administrator or higher | Choose from “Owner only,” “Team Administrator or higher,” “Group Administrator or higher,” or “Created user or higher.” Owners and Team Administrators can see questions from the whole team. Other roles can see only questions from people in their own Group Affiliation and the groups under it |
For the items “Use the asker's own courses, skills, and work records in AI Search” and “Also use HR fields (department, position, hire date)” on the same card, please see AI Search guidance tailored to each person (Personalized AI Search guidance).
Frequently asked questions
[Unanswered questions] does not appear
It does not appear if you do not have a role that can view the list, or if you are an invited guest. The owner sets the roles that can view the list under [Business rules] in Owner Functions. On the Free plan, opening it displays information about plans.
When a question is made into a desired procedure, does the person who asked get a “Want” mark?
No. So that nobody can tell who asked the question, the person who asked is not added to “Want” either.
The number of questions in the list does not increase
If an owner has turned off “Collect unanswered questions,” questions are not recorded. In that case, a message at the top of the list shows that collection is turned off.