Identifying opportunities for new knowledge

[mauramcgrath]

Can anyone recommend/share their practices for identifying self-service article gaps? I have been auditing Virtual Agent chat logs, high reassignment tickets, and our generic request tickets for ideas, with better success in the HR space than the IT space. 

Note: We are aware of the KCS methodology but our organization is not set up in a way to adopt it currently. 

[Sandeep Rajput]

@mauramcgrath You have already covered the areas like Virtual Agent chat logs, high reassignment tickets, and our generic request tickets which can give you a lot of insights on the knowledge gaps. I also recommend you to offer feedback surveys on your service portal to gather inputs from your users. You can also interview the users who are frequently using service portal to raise tickets their inputs can also help you identify these knowledge gaps.

Hope this helps.

[Carlos Petrucio]

Hi @mauramcgrath 

You’ve already covered key areas like Virtual Agent chat logs, high reassignment tickets, and generic request tickets, which are great indicators of knowledge gaps.

Here are some additional strategies to enhance your approach, especially for IT-related topics:

1. Leverage Search Analytics & Deflection Rates

• Use ServiceNow Search Analytics to identify what users are searching for and whether they find relevant articles.
• Analyze deflection rates in the portal—if users start creating a ticket after searching, it likely means they didn’t find a helpful article.

2. Feedback Loops & Surveys

• Implement feedback surveys in the Service Portal (e.g., “Did this article help you?”).
• Review negative feedback trends on knowledge articles to improve existing content.
• Conduct targeted user interviews, especially with frequent portal users or IT support teams who escalate unresolved issues.

3. Analyze Incident & Catalog Trends

• Look at recurring IT incidents where users repeatedly ask for guidance instead of self-serving.
• Identify catalog requests with a high number of "Other" or custom descriptions, as this suggests gaps in structured request offerings.

4. Virtual Agent & Live Chat Insights

• Identify failed intents in Virtual Agent where no articles or automation were suggested.
• Track chats that escalate to a human agent due to missing knowledge articles.

5. Shadow IT Support Teams

• Observe L1 agents to see the most common questions they answer manually, which could be converted into self-service content.

These strategies will help you proactively close knowledge gaps and improve self-service adoption beyond the HR space. Would love to hear how your team is currently measuring the impact of knowledge improvements!

Mark it helpful and accept solution, If this helps you to understand. 

Thanks!

- Carlos Petrucio