When should I use Answers instead of Sources?

There’s a delicate interplay between Answers and Sources. Sources usually refer to information that covers many different topics, like a whole help center. Answers are for getting bite-sized information about a specific topic.

You might sometimes find yourself in a situation where you need to decide between:

• Creating an answer
• Adding the same content to a source document

For example, maybe you look at your Copilot analytics and see lots of users asking a question for which there is no answer in any of your sources. So Copilot throws its hands up and responds with a Fallback response.

Now you want Copilot to start providing a useful answer to this situation. What do you do? Create an answer, or add a doc to your help center?

The best advice we can give on this topic is: do whichever is easiest. If it’s easy for you to update a help doc, go ahead and do it. It will get into Copilot’s training set all the same.

However, there are some advantages to using answers instead of source docs:

• You can associate CTAs with answers. This is a powerful way to allow your users to take action through Copilot directly.
• Answers are extremely lightweight to edit. There’s a simple way to add an answer in response to a question you’re seeing come up often in Copilot analytics.