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.
High-level configuration overview
To configure the Knowledge Demand Insights feature, use the Knowledge Management
guided setup. The guided setup takes you through the entire setup and configuration process.
Configuring the Knowledge Demand Insights feature involves the following steps:
- A user with the admin role configures business rules, solution definitions, and scheduled
jobs for each task.
- A user with the admin role configures tasks for the knowledge gap analysis and assigns the
appropriate roles.
Note: 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.
- A user with the admin or assignment_rule_admin role configures assignment rules to
automatically assign feedback tasks of type Knowledge gap.
Note: If no
assignment rules are configured, a knowledge admin or knowledge manager can later use the
Feedback Management feature in the Knowledge module to manually assign a feedback
task.
