IS.2:5.3 - Preserve uncertainty when the response does not depend on it

A service’s help link has moved, and users cannot reach the support page. Records do not distinguish whether each user forgot the old route or followed a broken bookmark. Restoring the correct route and communicating it is supported under both explanations.

The local response can proceed without interviewing every user. If a later decision concerns reducing reminders, the memory and cue question becomes material then. The earlier limited diagnosis was not defective merely because it left that unrelated question unresolved.