Issue: Card items may display a green radio button but contain no explanatory content.

Why it matters: The absence of content undermines the credibility of the security assertion. The more detailed information you provide, the better AI will be at responding to questions.

Recommendation: Add a concise description or supporting detail for each relevant item.

​Incorrect
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Correct
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Issue: Some cards are missing the attached documentation, even when they are available elsewhere on the platform.

Why it matters: Providing downloadable proof (e.g., SOC 2 reports, pen test summaries) builds customer trust, reduces back-and-forth requests, and expands the amount of content the AI can reference when generating answers.

Recommendation: Attach relevant documents directly to Trust Center cards to streamline customer access to key evidence.

Issue: Outdated/Incomplete documents are used as a source for the AI tool.

Why it matters: Documents like policy table of contents or outdated materials are not useful for improving the AI experience, as they lack sufficient detail and current relevance.

Recommendation: Keep records up-to-date and upload complete documentation that can be used as a source for the AI tool.
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Issue: Yes/No answers lack supporting detail.

Why it matters: Binary responses do not provide the context necessary for understanding compliance measures or security maturity.

Recommendation: Always include a brief explanation with Yes/No answers.

Example:

Issue: The “Health Review” & “Assign To” feature in KB is not being used.

Why it matters: Without ownership, KB entries may become outdated or fall out of sync with internal practices.

Recommendation: Use the “Health Review” feature to assign a Health Status to each entry. Use the “Assign To” feature to designate an individual to handle Knowledge Base items labeled as needs review.

Issue: Identical Q&A pairs appear more than once in the KB.

Why it matters: Duplicate entries increase content maintenance workload and risk inconsistencies in future updates.

Recommendation: Consolidate duplicates to maintain a single source of truth.

Issue: Some entries reference outdated audits or policies (e.g., an old SOC 2 Type 2 audit period).

Why it matters: Outdated information may mislead users or reflect poorly on security practices.

Recommendation: As a general best practice, entries should be reviewed at least annually to ensure they remain accurate and up to date.

Issue: Some questionnaires are not fully completed.

Why it matters: Completed questionnaires enable AI to learn from curated responses and deliver better accuracy in the future. Completing questionnaires also helps maintain accurate metrics within your organization's dashboard.

Recommendation: Always complete the questionnaire process and carefully review each question before giving final approval. By approving and adding entries back to the Knowledge Base, you provide feedback that helps AI improve its future responses.
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Issue: Curated answers are not consistently added back into the KB.

Why it matters: The AI relies on an up-to-date KB to generate accurate answers.

Recommendation: Add answers back to the KB on the “Complete Questionnaire” pop-up. This ensures the finalized answers are uploaded to the KB for future reuse.
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