A beginners guide to knowledge gaps

[RogueFader]

Hi all.

I say a beginners guide, I joined this team to manage problem, however I seem to have had knowledge thrust upon me with no guidance, so I'm learning as I go.

I've been tasked with trying to address knowledge gaps in the public knowledge base, and I was just wondering how people approached this, maybe in a STAR approach.

Just to get some baselines, I've extracted 6 months of incidents where the category is 'User guidance' and where the incident is not linked to an article, but to be fair, getting our teams to link to articles if/when they use them is another battle altogether.

I then put that info into Excel, into a table and then used copilot to look at themes of issues and what types of articles we would need.

I'm sure I'll need to move it on from there a bit, although I'm not 100% on what reports I'll need to run, which will also need to include Virtual Agent, then scan all that data, and tie it all in together to address that knowledge gap backlog.

Any steer on this issue greatly appreciated.

Thanks

[DavidBReynolds]

The method I use--I'm the primary author of a knowledge base all employees can access--is looking at tickets whenever possible and then mentally filtering them to determine in an article can help. Articles apply to maybe 1 out of 10 - 20 tickets. In those cases, I search that knowledge. When I find an article matching the user's comments, I attach it to the ticket. When I don't, I follow the ticket. I'll either wait for it to get resolved or research it and get something up quickly.

We also use Moveworks Analytics, which is now part of ServiceNow. In this case, I'm looking at Topics Not Served to see what people are looking for then either update an existing article or write a new one.