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Check Gaps

This guide will help you identify gaps in knowledge management, ticket processing, and customer interactions.

Knowledge Gap Review​

  1. Navigate to Knowledge Insights > Knowledge Gaps
  2. Review recorded instances of missing knowledge
  3. Examine out-of-scope queries
  4. Investigate inaccurate answer reports

Gap Analysis​

  1. Use the Explanation feature to understand why gaps occurred
  2. Identify patterns in unanswered questions
  3. Prioritize gaps based on frequency and impact
  4. Determine appropriate remediation approaches

Gap Remediation​

  1. Use the "Fix Now" feature to address high-priority gaps
  2. Create new knowledge articles for missing information
  3. Upload documents to fill content gaps
  4. Configure crawling for external knowledge sources

Verification Testing​

  1. After addressing gaps, test similar queries
  2. Verify improvement in response accuracy
  3. Check threshold settings if needed
  4. Document resolved gaps for future reference