Sondel: what to test when your help documentation changes.

This is an illustrative walkthrough with fictional policies and example results. It is not a live product recording or a customer case study.

Your policy changed. Did the answer? A useful check follows the evidence from a changed page to the answer your customer receives. Record the change. Find the work that depended on it. Test the answer again. Withhold the result if the evidence is not enough.

First, keep the old and new policy. In our fictional example, a help page changes an annual-plan refund window from thirty days to fourteen days. Keep the page version, its address, and the effective date. A message saying that a page synced does not prove which answers changed.

Next, find the affected work. The old answer said that a purchase made twenty days ago was within the thirty-day window. Find the answers and approved workflows that relied on that rule, including questions phrased in different ways.

Now test the question against the changed source. The current policy says fourteen days. The purchase is twenty days old. The old answer is no longer supported. Before an action, the agent also needs verified identity, permission, and the required confirmation.

Sometimes the right result is a gap. If two sources disagree, ask a person to resolve the policy. If the purchase date is missing, ask for the fact. If the system does not confirm the refund, do not tell the customer it succeeded.

Keep a record of the question, source version, result, reviewer, and review date. Separate supported answers, wrong answers, declines, unsafe actions, and unknown results. Measure the time the owner spends. Do not turn a scripted example into a customer success rate.

Try this method with a changed policy from your own help centre. The Sondel evaluation guide includes a scorecard you can reuse. Sondel is in early access. Confirm current support for your sources and tasks before you rely on it.

Read the guide at sondel.cx/ai-support-evaluation. Request early access at sondel.cx/preview.