Explain policy and process questions.

Give visitors a clear explanation of the published policy or process, then identify when a person needs to review their situation.

Build this workflow

Choose the authoritative policy
Select the published Page, CMS entry, or eligible App source that owns the current policy.
Test normal and edge questions
Check a straightforward question and an exception so the answer does not overstate what the source covers.
Name the human decision
Tell visitors when an owner must review an individual case and how they can request that review.

The result: Ask can help visitors find the relevant information and next step.
What to check: Test an exception and check that the answer does not invent a policy or individual approval.

Adapt the example to your Website and review the result before moving to the next task.

Ask should explain the text that the Website owner has selected and indexed. Update the source content when the policy changes.

A policy answer can clarify a process, but a person or relevant Website tool still decides exceptions, eligibility, refunds, or other commitments.

An Ask answer explains a selected policy or process. It does not approve an exception, issue a refund, or make a binding decision.