Governed Solutions / Search and answers
One answer, not a list of files.
Ask a question in the tool you already use. You get the approved answer, and the name of the person who approved it.
Six years, the first two in an easily accessible place, on non-rewriteable, non-erasable media. Records Retention Policy 4.2
Source: Records Retention Policy 4.2
Version 7 · owner: Compliance
Without Cognatum
Fast is not the problem.
“My team loses momentum when the right answer exists somewhere, but nobody can prove which version is right.”
Your team can find something in seconds. Deciding whether it is current, and whether it can go to a customer, takes the morning.
Your AI agent has four tabs open: old tickets, a wiki, a shared drive, and a chat thread from last year.
They find something quickly, then spend the morning working out whether it is current and whether it can go to a customer. It was replaced last month, and nothing said so.
So they escalate. The question goes to product, then legal, then security, and the customer waits.
Yes, it is generally available in all markets, with no additional contractual terms.
No source · no approver · no date
With Cognatum
Search returns files. This answers.
Ask in plain words and get the entry that answers the question, with a link back to where it came from and the name on it.
The same approved entry answers in every tool that asks for it. A rep in the support console and an AI agent calling the API get the same words, from the same version, with the same name on it.
Cognatum governs the entry
source · version · approver · permissions
Source systems on the left feeding one approved store in the middle, which serves people, applications, and AI systems on the right
How it works
What the asker gets back.
Ask
In the tools you already use
The support console, the chat, the AI assistant. Nobody opens a new portal to ask a question.
Answer
One entry, not ten results
The approved answer comes back with its source, its date, and the person who approved it.
Separate
External wording, kept apart
What is cleared to send a customer and what is an internal note are two fields, never one paragraph.
Conflict
Two sources, one decision
When sources disagree they are held apart and sent to a person. They are never averaged into one confident wrong answer.
Asked from
Can we confirm a refund before the reversal clears?
Cleared to send
We confirm the refund once the reversal is authorized.
Internal note
Authorization lands same day; do not quote a clearing time.
T. Lindqvist, Customer Support Lead · 2026-08-05 · Source: D-455 v4
When two approved sources disagree
Both are held and sent to a named person. Neither is averaged into one answer.
In practice
Is this available to them?
“I need the answer fast, but I also need to know I am allowed to say it.”
A customer in a regulated market asks whether a feature is available to them.
The AI agent asks in the support console and gets the approved answer, in the wording that is cleared to send externally.
The internal caveat sits beside it and is marked internal, so the agent knows the limit without pasting it into the reply.
Where the answer depends on the contract or the country, the assistant asks for that detail instead of guessing.
Can an agent confirm a refund before the reversal clears?
Entry D-455
- v4 In force
Confirmation allowed once the reversal is authorized, not once it is requested.
T. Lindqvist, Customer Support Lead · 2026-08-05
- v3 Superseded · retained
Timing separated from the escalation path so each can be cited alone.
J. Mercer, Knowledge Administrator · 2026-01-30
- v2 Superseded · retained
Scope narrowed to card refunds.
M. Alvarez, Compliance · 2025-06-12
- v1 Superseded · retained
First approved version.
M. Alvarez, Compliance · 2024-11-04
→ what the entry said on a date is a lookup
Common questions
What teams ask first.
How is this different from enterprise search?
Search points at a file wherever it happens to sit. It cannot version that file, approve it, or say who stands behind it. Cognatum stores the approved answer itself, so those three properties belong to the answer.
Can an agent see something they should not?
No. What comes back is decided by the asker's clearance. Two people can ask the same question and get different answers, or none.
Does it work for employees as well as support?
Yes. The same entries answer an HR policy question and a customer question. What differs is who is allowed to see which entry.
What if there is no approved answer?
You are told there is none. The question is recorded and ranked, so the gap gets closed rather than guessed at.
Knowledge governed. Intelligence everywhere.
See it on your own content, in your own environment.