Analyze knowledge gaps from a demand insights dashboard and create knowledge gap feedback tasks

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read

    • Use the demand insights dashboard for your tasks to analyze candidate knowledge gaps and create knowledge gap feedback tasks.

    Before you begin

    You must have read access to the tasks that you want to analyze and the sn_km_ml.knowledge_curation_user role.

    About this task

    A demand insights dashboard displays tasks as topics for which your knowledge bases do not have adequate knowledge coverage. You can create and assign knowledge gap feedback tasks for a topic so your knowledge bases can better be used to solve and deflect any issues described in a task. Tasks represent customer service cases, incidents, problems, and so on.

    Procedure

    1. Navigate to Knowledge Demand Insights and select the demand insights dashboard for your tasks, or navigate to All > Self-Service > Dashboards.
      • For customer service cases, select Demand Insights for Cases.
      • For incidents, select Demand Insights for Incidents.
      • For HR cases, select Demand Insights for HR cases.
      Note:
      For tasks other than customer service cases, incidents, and HR cases, you can create another dashboard or update an existing dashboard. For more information, see Create and use dashboards.
    2. To view similar tasks grouped together, click a bar in the Pareto chart.
      Each bar represents a collection of similar tasks grouped together because they are likely to be on the same topic. The bars covering the largest number of tasks start from the left in a descending order. The blue line indicates how many bars you must analyze to cover 80% of all tasks that don't have good knowledge coverage. For more information, see Pareto chart for Knowledge Demand Insights.
    3. Optional: To generate a representative sample to see a smaller list, in the Knowledge Curation Tasks list, click Generate Representative Sample.
      If the Knowledge Curation Tasks list is large, you can generate a representative sample subset of a Knowledge Curation Tasks list. This smaller list aims to accurately reflect the characteristics of the tasks included in the main list.
    4. Analyze the sample to create a knowledge gap feedback task or ignore the tasks within a collection.
      ActionProcedure
      Report a knowledge gap to create a feedback task
      1. In the Knowledge Curation Tasks list, select tasks for which you want to create a knowledge gap.
        Note:
        Any selected tasks already reported as knowledge gaps are automatically skipped.
      2. Click Report Knowledge Gap.
      3. In the Description field, describe the knowledge gap.

        The Description field is automatically populated with frequently appearing words in the associated collection. You can overwrite the default description and enter a summary of your analysis so that knowledge authors have the necessary information to create an article from the feedback task.

      4. Click Submit.
      Ignore a collection to avoid its tasks from being reported as knowledge gaps
      1. In the Knowledge Curation Tasks list, click Ignore Collection.
      2. Click OK in the warning message that appears.

    Result

    If tasks within a collection are reported as knowledge gaps, a common feedback task for all the selected tasks is created and appears in the Knowledge Management application. You can use the assignment rules to assign a feedback task to an ownership group or author. In the Knowledge Curation Tasks list, the Is knowledge gap created column value for the selected tasks is set to true.

    If you select an ignored collection from the demand insights dashboard, you can no longer report tasks within the collection as knowledge gaps.