Thank you for the explanation, I am also using the report which shows incidents and knowledge that was attached. We have a quality team who is also helping us in analyzing whether the 'No KB found' was genuinely used or not. My next question is, you have the data available then what is the next course of action. For eg: There is an application which is one of your top call drivers, there's an existing end user article available for the issue too but seems like the end users are not going to self-help portal or using the chatbot and are directly reaching out to Service Desk. What best practices can we implement to let the end users know we have a solution available for them.
