Report a knowledge gap

drosenst2
Tera Contributor

24m ago

What is your process for end users to report a knowledge gap? For instance, they run a search on Now Assist and there's no information or a supporting article for their search.

 

  • Is that just a simple intake form?
  • Do you do it pro-actively looking at search data?
  • Helpful comments = No and then an option to request knowledge?
  • An agentic reach out to searchers?

 

What does your process look like?

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SUBHENDUB
Mega Contributor

16m ago

I would prefer a combination of user feedback and proactive search analytics rather than relying only on an intake form.

User feedback: If a Now Assist response isn't helpful, users can select “No” and choose “Request a Knowledge Article.”

Automated intake: Create a knowledge gap request routed to the Knowledge Management team for review.

Proactive monitoring: Analyze failed searches and recurring queries to identify missing knowledge.

AI-driven approach: Use Now Assist to categorize requests, identify duplicates, and prioritize gaps. Agentic follow-ups can be considered for repeated unsuccessful searches.

The goal is to close the loop by notifying users when the missing article is published and tracking whether it resolves their issue.

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