Identify knowledge gaps and improve content of your knowledge base using the Knowledge
Demand Insights feature.
The Knowledge Demand Insights feature automates the discovery of knowledge gaps in your
knowledge bases. Knowledge gaps are topics on which knowledge bases are missing knowledge
articles.
Addressing knowledge gaps has the following benefits:
- Improve effectiveness of self-service: Self-service users get more relevant information for
research, troubleshooting, and how to queries.
- Increase case or incident resolutions: Having relevant information available helps you
deflect future cases.
- Improved case resolution: Agents can find more relevant knowledge articles to solve cases,
incidents, problems, and so on.
Demand insights dashboards
You can use a demand insights dashboard for your tasks to analyze candidate knowledge gaps and
create knowledge gap feedback tasks. By default, the Knowledge Demand Insights feature includes
Demand Insights for Incidents and Demand Insights for
Cases dashboards for incidents and customer service cases, respectively. For other
tasks, you can create a dashboard. To access a demand insights dashboard, you must have read
access to the tasks and the sn_km_ml.knowledge_curation_user role. For more information, see
Analyze knowledge gaps from a demand insights dashboard and create knowledge gap feedback tasks.