Accounting for Missing Knowledge Article Content

[drosenst2]

How do you all account for missing content in your knowledge base? I've used a form where end users can report missing knowledge with an intake form. Where do you all put that if you use it? Is there a way to put it at the bottom the Now Assist search results? 

Proactively, how can you leverage data and AI to do that? Knowledge Center? Is there a normal cadence to do this? 

Thanks as always

[andreababch]

We use a catalog item, flag and kft to support adding items in different scenarios

[MaryG]

For the proactive side, I’d definitely look at Potential Gaps in Knowledge Center. That functionality is specifically intended to identify missing or insufficient knowledge by analyzing incident/case patterns and surfacing those gaps for the KM team to review and act on.

You can then create an article, report the gap as a feedback task, or resolve/dismiss it as appropriate.

For user-reported gaps, a simple intake form or catalog item still makes sense. I’d just try to route those into the same KM governance process rather than maintain a completely separate queue.

I’m not aware of an OOTB option to put a “missing knowledge” intake directly at the bottom of Now Assist search results.

[Vishal Jaswal]

Hello @drosenst2 

The two out-of-the-box features:

Flag Article
Knowledge Feedback