What is Knowledge Demand Insights?
The Knowledge Demand Insights feature automates the discovery of knowledge gaps in your knowledge bases. Knowledge gaps are topics on which knowledge bases are missing knowledge articles.
Addressing knowledge gaps has the following benefits:
- Improve effectiveness of self-service: Self-service users get more relevant information for research, troubleshooting, and how to queries.
- Increase case or incident resolutions: Having relevant information available helps you deflect future cases.
- Improved case resolution: Agents can find more relevant knowledge articles to solve cases, incidents, problems, and so on.
Why should you use it?
Knowledge admins, authors, or owners' number one job to keep their knowledge base up to date with articles that will solve inbound cases of deflect them vis self-service. However, the process to sift through multiple inbound cases, incidents, or HR cases can be a tedious and time-consuming task. As a result, customers can benefit from Knowledge Demand Insights that leverages machine earning to help identify knowledge gaps and assign them to the appropriate author.
What's Required?
Predictive Intelligence for Knowledge Management plugins and licensing are required to use Knowledge Demand Insights. Speak to your account representative if you're interested in knowing more about licensing for Knowledge Demand Insights.
Where can I learn more?
We have a lot of information in the product documentation. If you're looking for a walkthrough lab on Knowledge Demand Insights see @Lener Pacania1 's article on the community: Predictive Intelligence for HR - Knowledge Demand Insights
We also have guidance posted on Support - Guidelines for Knowledge Demand Insights
How can I start?
Once licensed, you can use the Knowledge Management Guided Setup module to begin walking through each step needed to setup Knowledge Demand Insights on your instance.
