Feature Guide: Policy Conflict Analysis

Overview

The Policy Conflict Analysis tool allows Knowledge Managers (KM Admins) to proactively "health check" their knowledge base. It automates the detection of contradictory information across your published policy documents.

Instead of manually cross-referencing hundreds of files, this tool scans selected folders, identifies conflicting statements (e.g., one document stating a "30-day return policy" while another states "15 days"), and provides a streamlined workflow to resolve them.

Accessing the Tool

You can access the module via the main Knowledge Management sidebar:

Navigate to the Knowledge Management dashboard.
Locate the Settings tab at the bottom of the side menu.
Click on Conflict analysis (the third tab from below).

Workflow 1: Initiating a Conflict Scan

To begin checking for inconsistencies, you must create a Conflict Group. This is a user-defined collection of folders you wish to analyze together.

1. Create a New Analysis

From the main Conflict Analysis dashboard, click the + Create conflict group (or primary call-to-action) button.

2. Select Content

A selection interface will appear displaying your folder hierarchy.

Name of the conflict group: Give a unique name to the group for easy identification.
Browse & Select: Navigate through folders and sub-folders to check the boxes of the content you wish to scan. Note: Selection is available at the folder level only.
Search: Use the search bar to locate specific folders quickly.
Capacity Check: Pay attention to the running counter at the bottom. You may select folders containing up to 1,000 articles total per conflict group.

Note: This feature only scans Published documents. Drafts or documents in the "In-Review" state are not included.

3. Run the Analysis

Click Create.
Click Create and run on the confirmation modal to execute your conflict analysis.

⚠️ Important:

Timeframe: Depending on the volume of documents, an analysis can take up to 6 hours to complete. You can navigate away from the page and return later.

Concurrency Limit: Only one analysis run can be active at a time for your organization. If a colleague is running a scan, you must wait for it to complete.

Workflow 2: Analyzing Results

Once the status of your Conflict Group changes to Completed, you can review the findings.

The Conflict Dashboard

Clicking on a completed group opens the summary view:

Conflict Clustering: Results are grouped by document. If Document A conflicts with Document B, entries will appear for both.
Prioritization: The list is sorted automatically to show documents with the highest number of unique conflicts at the top.
New Issues: Visual indicators will highlight new conflicts that have appeared since the last time this group was run.

Detailed Resolution View

Click on any document in the list to open the Detail View. This provides the context needed to fix the error.

Component	Description
Source Path	The name and location of the conflicting file.
Side-by-Side Snippets	A text snippet from your base document compared directly against the text from the conflicting document.
AI Reasoning	A "Reason for Conflict" section explaining why the system flagged this (e.g., "This section states a maximum loan amount of $5,000, while the other document states $10,000.").

Fixing the Issue

To resolve a conflict, click the Source Link provided in the detail view.

For Connector Articles:
- The link redirects to the KM article details page.
- Action: You are recommended to go to the source document (e.g., SharePoint article) and make the changes there. The information will update in the KM during the next sync.
For Uploaded Articles:
- The link redirects to the KM article detail page.
- Action: You are expected to make the required changes directly here. Save and Publish the changes.

Workflow 3: Verifying Resolutions (Reruns)

After you have edited your documents to resolve inconsistencies, you should verify the fix.

Return to the main Conflict Analysis dashboard.
Locate your original Conflict Group in the history list.
Click Rerun.

This will execute the analysis again on the same set of folders. The new results will be nested under the original group, creating a clear audit trail.

Wait for Sync: For Connector Articles, please wait until the next connector sync has completed before rerunning the analysis to ensure the latest external changes are captured.

Knowledge Health Cards

Two visualization cards within the Knowledge Health dashboard track these metrics:

Articles with conflicting information: The number of articles containing one or more contradictions across your knowledge base.
Active sectional conflicts: The total number of specific sectional (text block) conflicts found across all most recent runs.

Frequently Asked Questions

Q: Which file types are supported? A: The system supports all file types that are converted to PDF within the KM. CSV files are currently not supported for conflict detection.

Q: What happens if I select more than 1,000 articles? A: The system will prevent you from starting the run. You will need to deselect some folders or create narrower sub-groups.

Q: Does the system automatically fix the conflicts? A: No. The system identifies and explains the conflict, but a human Admin must decide which policy is correct and manually update the source document.