Knowledge / Field guide
RAG citations: make every policy answer checkable
A link to a 90-page handbook is a weak citation. A useful answer takes the reader directly to the passage supporting the decision.
2XD Studio · · 2 min read
Keep the passage attached to its context
A return window in one paragraph may be limited by an exception under the next heading. When preparing documents for retrieval, retain section titles, version dates, and neighboring context. For tables, preserve the row label, column header, and units alongside the value.
Check the claim against the passage
Ask a pilot question such as whether an opened item can be returned after 20 days. Have a reviewer mark each claim supported, contradicted, or absent. A passage can mention returns and still fail to support the answer. Record both the section retrieved and the sentence the assistant produced; this separates search mistakes from interpretation mistakes.
Make uncertainty useful
If two current sources disagree, show the conflicting passages and identify the policy owner. If neither answers the question, let the user file a documentation request. Track those gaps separately from wrong answers. A recurring unanswered question can tell you more about what the team needs than a long list of successful lookups.
Try a misleading citation
Give the assistant two passages: one explaining unopened returns and one describing opened-item exceptions. A response that quotes the first passage accurately can still answer the wrong question. Ask the reviewer to underline the exact words that establish eligibility. When that cannot be done, mark the claim unsupported even if the link resolves and the source is reputable.
Reader questions
Is a document title enough for a citation?
It may work for a one-page notice. For longer material, link to the section or page and show the passage.
What if the employee cannot open the cited source?
Treat it as an access issue. Verify permissions before returning either the passage or an answer derived from it.
Further reading Microsoft Learn: retrieval-augmented generation