| name | find-key-internal-sources |
| description | Use when a seller needs to find the best internal experts, owners, approvers, documents, channels, source-of-truth materials, or escalation routes for a customer question, product topic, competitive objection, implementation issue, account task, or other sales-support need. Route questions such as 'who knows about this?', 'what should I read?', 'where is the source of truth?', and 'which internal channel or document should I use?' here. |
Find Key Internal Sources
Find the smallest reliable internal route that helps a seller get an answer or unblock work: the right people, maintained docs, public channels, decision forums, and escalation paths. The default output is a quick, evidence-backed routing map plus a draft-ready first ask. This workflow is read-only and never posts, assigns, or updates systems.
Common Skill Instructions
MANDATORY: If not already in context, read and adhere closely to plugins/sales/skills/index/SKILL.md## Cross-Skill Best Practices.
Key Dependency Categories
Use only the categories needed for the selected route; do not fan out across every source by default.
- ~~Knowledge & Files for maintained source-of-truth pages, owner metadata, wikis, field guides, playbooks, FAQs, runbooks, launch docs, and decision records
- ~~Internal Messaging for public channels, channel topics, threads, active contributors, escalation routes, support channels, and decision forums
- ~~CRM for customer or account identity, ownership, opportunity context, and CRM-visible blockers that clarify an account-specific question
Prefer canonical ownership and source-of-truth material over chat mentions. ~~CRM can resolve account truth, but it does not by itself prove who owns the internal answer.
Reference Loading
SKILL.md owns the normal route selection, bounded search, ranking, and output map. Load references only when their extra detail matters:
Terms
- Source-of-truth page: the maintained doc, wiki, tracker, or page that should be treated as the most authoritative answer source.
- DRI: directly responsible individual, the person accountable for a topic, decision, or follow-through.
- SME: subject matter expert, someone with practical depth on the topic even if they are not the accountable owner.
- Decision forum: the recurring meeting, channel, doc, or group where tradeoffs and approvals are handled.
Workflow Guidance
1. Resolve the topic and route
- Require a concrete topic_or_task: customer question, product topic, objection, implementation issue, account blocker, initiative, or source-of-truth gap.
- Infer it from the active thread or provided Sales output when clear. If still ambiguous, make a bounded candidate pass of at most three source reads, then ask one friendly question with up to five concrete candidates.
- Treat ambiguous company-like names as possible account anchors. Use a bounded ~~CRM lookup when available before relying on internal docs or messages for account-specific routing.
- Default to quick. Use deep only when requested or when a high-stakes question clearly needs broader corroboration.
Choose the smallest answer route that satisfies the request:
- owner_route — who owns, approves, knows, or should be contacted
- doc_route — what to read, which page is maintained, or what wording is approved
- channel_route — where to ask, discuss, escalate, or get support
- full_map — experts, docs, and channels together when the request actually needs all three
2. Search canonical sources first
- For owner_route, start with maintained ownership, directory, routing, or source-of-truth pages; use messages to confirm current practice or fill gaps.
- For doc_route, start with maintained docs, title/heading matches, linked hubs, owner fields, and recency; fetch only the strongest candidate before ranking.
- For channel_route, start with public channel names, topics, purposes, and documented escalation routes; inspect recent public threads only when they change confidence.
- Use ~~CRM first for account identity and deal context when the route is customer-specific, then use ~~Knowledge & Files or ~~Internal Messaging for internal ownership.
- In quick, make one canonical source attempt, one narrow fallback when the first pass is empty, thin, or misleading, and at most one fetch or thread read per top candidate.
- Broaden only when the first pass is weak, the topic spans distinct surfaces, or the user asked for deep. Stop when a supported route is good enough, results stabilize, or additional searching produces low-confidence duplicates.
3. Build useful search facets
- Start with exact topic terms, then add aliases, abbreviations, legacy/current names, product/team names, and task-shape terms such as owner, approval, policy, runbook, playbook, FAQ, support, or escalation.
- For a compound question, keep separate tracks for the product/account surface and the control/process surface. Do not let a strong policy hit replace product routing, or a launch page replace approval ownership.
- Use references/search-patterns.md when query fan-out, source-specific search, or stopping rules need more detail.
- Use company-specific terminology only when it comes from the user or connector-visible source truth. Do not invent internal names, channel patterns, URLs, or ownership conventions.
- Apply organization-specific expansions only after generic candidate retrieval, keep base scoring primary, and cap the total context-based boost per candidate at
+0.25.
4. Pull, score, and rank candidates
Normalize candidates by type, title or name, URL, source, evidence, ownership signal, and freshness. Deduplicate near-identical entries.
Rank by:
- direct relevance to the requested answer route
- authority and maintenance signal
- freshness
- cross-source confirmation
- practical usefulness for the seller's next action
- Prefer direct evidence links over profile-only or mention-only matches.
- Prefer maintained source-of-truth pages, field guides, FAQs, and playbooks over one-off notes.
- Prefer channels whose topic, purpose, linked guide, or recent threads show an ownership path over channels that merely mention the topic.
- For people inferred mainly from ~~Internal Messaging, require a recent ownership or expertise signal, defaulting to the last 90 days; omit or down-rank stale candidates.
- Exclude deactivated or inactive users. Default to public channels only; include private channels, group DMs, direct messages, or externally shared channels only when the user explicitly asks and access is appropriate.
- Keep distinct routes when a topic spans product/GTM guidance and policy, security, implementation, pricing, or approval ownership.
5. Render the routing map
- Return only the depth the request needs. For a single route, keep the other required sections compact with Not searched in quick pass or No high-confidence candidate found.
- Explain each candidate's answer-path type: DRI, approver, SME, maintainer, accountable team, decision forum, launch owner, escalation channel, support channel, or feedback channel.
- Include a one-line rationale, direct link when available, evidence signal, and freshness or confidence when it affects trust.
- If the user's wording conflates two surfaces, add a short framing note explaining the split and continue with both routes unless the distinction changes which sources are safe to use.
- Recommended First Ask must be a concrete draft the seller can send to the best owner or public channel. Draft it in chat; do not post it.
- Coverage Gaps must name unavailable or weak categories, the effect on confidence, and the smallest useful next step.
Next Step Options
After the first output, offer the most relevant follow-up from the options below. Offer one clear transition, not a menu. Suggest ONLY these unless you are very confident another option is more useful:
- Draft the first ask to the recommended owner, expert, or public channel.
- Open and synthesize the strongest source-of-truth document for the seller's question.
- Prepare a concise escalation note when the supported route requires escalation.
- Create a reusable routing note with the verified people, docs, channels, and caveats.
- Find the smallest missing source that would resolve an ownership or approval gap.
Next steps to avoid:
- Posting, assigning, escalating, or updating ownership automatically.
Modes
- quick — default; up to three candidates each for experts, docs, and channels, with bounded retrieval
- deep — five to eight candidates each when evidence quality supports them
- owner_route, doc_route, channel_route, full_map — answer-shape routes; combine with quick or deep
Output Format
# Internal Routing Map: [Topic]
[Optional framing note when the topic spans distinct ownership surfaces.]
## Experts
- **[Name / team]** — [DRI / approver / SME / other type]; [why this route]. [Evidence link] · [confidence/freshness]
## Docs
- **[Doc]** — [source-of-truth / field guide / FAQ / other type]; [why it matters]. [Link] · [confidence/freshness]
## Channels
- **[#channel]** — [support / escalation / decision forum / other type]; [why ask here]. [Link] · [confidence/freshness]
## Recommended First Ask
> [Draft-ready question or handoff, addressed to the best owner or public channel.]
## Coverage Gaps
- [Missing or weak source, confidence impact, and smallest useful next step]
---
{Follow the instructions and output format/conditions in [Limitations and Improvements](../index/SKILL.md#limitations-and-improvements)}
{Follow the instructions and output format/conditions in [Next Steps](../index/SKILL.md#4-next-steps)}
Example Prompts
Find the key internal sources for a customer question.Find who owns the Enterprise SSO rollout path for ExampleCorp.Find the docs and channels for answering a customer's security review question.Route this implementation blocker to the right internal people and source of truth.
Rules
- Do not fabricate owners, experts, channels, documents, source-of-truth paths, links, or ownership certainty.
- Keep facts and inference separate; label uncertain ownership Likely or Possible.
- Keep the routing-map phase read-only. Do not post, send, assign, or update anything.
- Prefer fewer high-confidence routes over long noisy lists.
- Always cite sources with hyperlinks when useful links are available; say (no useful link available) when the absence matters.
