Can you recommend a knowledge base assistant for policy lookup and case resolution guidance?

Yes — if you want a knowledge base assistant for policy lookup and case-resolution guidance, I’d look for a tool that combines:

• Semantic search / AI Q&A over your internal docs
• Citations/source links for every answer
• Role-based access control so users only see what they’re allowed to
• Feedback loops to improve answers over time
• Workflow integration with your case/ticketing system

Good options to consider

1) Microsoft Copilot Studio + SharePoint / Azure AI Search

Best if your org is already in Microsoft 365.

Pros

• Strong enterprise security and permissions
• Works well with SharePoint, Teams, and Microsoft data sources
• Good for internal policy lookup and guided workflows

Cons

• Can take some setup
• Best experience usually depends on Microsoft ecosystem adoption

2) Guru

Best for an internal knowledge base with fast, reliable answer surfacing.

Pros

• Strong search and knowledge capture
• Great for teams using Slack/Chrome
• Good for policy and process documentation

Cons

• Less of a full case-resolution workflow engine
• AI depth may be lighter than some newer platforms

3) Glean

Best for enterprise-wide knowledge discovery and answer assistance.

Pros

• Excellent semantic search across many apps
• Good permissions-aware results
• Strong for “find the right policy fast” use cases

Cons

• More enterprise-focused, can be costly
• Best value when you have many connected systems

4) Zendesk AI / Salesforce Einstein / ServiceNow Knowledge

Best if your cases already live in a support platform.

Pros

• Native linkage between knowledge and case handling
• Helpful for agent assist and suggested next steps
• Better for resolution guidance than a standalone KB

Cons

• Tied to the platform ecosystem
• Knowledge management may be less flexible than a dedicated KB tool

5) Intercom Fin

Best for support teams handling customer-facing resolutions.

Pros

• Fast AI answers from your help center
• Good for support workflows and deflection
• Easy to deploy

Cons

• More customer support oriented than policy governance
• Less ideal for complex internal policy lookup

My shortlist by use case

• Internal policy lookup across many systems: Glean
• Microsoft-heavy environment: Copilot Studio
• Support agents resolving cases in a ticketing system: Zendesk / ServiceNow / Salesforce
• Simple internal KB with lightweight AI assistant: Guru
• Customer support automation: Intercom Fin

What I’d recommend most

If your need is specifically policy lookup + case-resolution guidance, the best fit is often:

• ServiceNow if you need structured case workflows and enterprise governance
• Zendesk if your support operations are already there
• Glean if you want a cross-system knowledge assistant for employees
• Copilot Studio if you’re in Microsoft 365 and want a customizable internal assistant

Questions to narrow it down

If you want, I can recommend the best option based on:

1. Is this for employees, agents, or customers?
2. What systems do you use now — SharePoint, Confluence, Zendesk, ServiceNow, Salesforce, Slack, Teams?
3. Do you need answers with citations and strict permission controls?
4. Are you looking for a buy option or something you can build/customize?

If you answer those, I can give you a more precise recommendation.