Check Knowledge Center insights

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Learn how to access detailed views for gaps, duplicates, or article optimization from the Insights section in the Knowledge Center.

    Before you begin

    Role required: admin

    About this task

    Knowledge Center Insights provide visibility into the health of your knowledge base. Without actionable insights, teams may overlook issues that impact content quality. Insights highlight optimization needs, duplicates, and gaps, enabling informed decisions and proactive maintenance.

    The Insights section provides quick links to key actions such as managing gaps, duplicates, and article optimization. Selecting these links takes you to the respective detailed view for further actions.

    Procedure

    1. Navigate to All > Knowledge > Knowledge center.
      You can also access Knowledge center through Workspaces > Knowledge center
    2. In the Insights section, under Top knowledge actions select the action item you want to manage:
      • Select Article Optimization to open the optimization window to edit, view, retire, or delete articles.
      • Select Incident Gap to open the knowledge gaps window to review or resolve gaps.
      • Select Duplicates to open the duplicate articles window to manage duplicate content.
        Note:
        The number of items displayed under Knowledge Actions depends on the categories that you have access to. If you have access to all three categories (Duplicates, Gaps, and Article Optimization), six actions appear, with two actions from each category. When access is limited to any two categories, six actions are still shown, but three actions come from each category. If you have access to only one category, all six actions are displayed from that single category. This approach helps in consistency in the total number of actions while adapting to your permissions.
    3. Select the item to navigate to its detailed view.

    Result

    You’re redirected to the relevant detailed view for managing the selected case.