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    Home Orlando Now Platform Capabilities Now Platform capabilities Knowledge Management Knowledge demand insights

    Knowledge demand insights

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    Knowledge demand insights

    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.

    Activation information

    The Knowledge Demand Insights feature requires the Predictive Intelligence for Knowledge Management plugin (com.snc.knowledge_ml). For more information, see Predictive Intelligence for Knowledge Management and Additional plugins for Knowledge Management.

    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.

    • Configure Knowledge Demand Insights

      Configure the Knowledge Demand Insights feature to identify which topics are missing knowledge articles and creating actionable knowledge gaps for missing topics.

    • Configure solution definitions to find gaps in a knowledge base

      The Knowledge Demand Insights feature finds knowledge gaps by comparing knowledge bases with existing tasks. To enable comparing knowledge bases with a task type, you must first configure similarity and clustering solution definitions.

    • Configure the mapping of solution definitions with task tables

      Configure the combination of the task table and similarity and clustering solution definitions that are processed in a scheduled job for a task type. You can create another demand insights configuration or modify an existing configuration to define a scheduled job for demand insights.

    • Set the frequency of knowledge gap analysis

      Set the frequency of the scheduled job for your task to automatically run knowledge gap analysis.

    • Assign knowledge gap feedback tasks to content authors

      Create assignment rules to assign knowledge gap feedback tasks to authors or groups of content creators.

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

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

    • Pareto chart for Knowledge Demand Insights

      The Pareto chart for Knowledge Demand Insights enables you to visualize candidate knowledge gaps and prioritize the order in which knowledge gaps should be resolved.

    • Demand Insights for Cases dashboard

      The Demand Insights for Cases dashboard enables you as a customer service case manager to identify which cases have no or insufficient knowledge coverage. You can then create feedback tasks for knowledge gaps to deflect such cases.

    • Demand Insights for Incidents dashboard

      The Demand Insights for Incidents dashboard enables you as an incident manager to identify which incidents have no or insufficient knowledge coverage. You can then create feedback tasks for knowledge gaps to deflect such incidents.

    Related concepts
    • Demand Insights for Cases dashboard
    • Demand Insights for Incidents dashboard

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    Release version
    Choose your release version

      Knowledge demand insights

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      Knowledge demand insights

      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.

      Activation information

      The Knowledge Demand Insights feature requires the Predictive Intelligence for Knowledge Management plugin (com.snc.knowledge_ml). For more information, see Predictive Intelligence for Knowledge Management and Additional plugins for Knowledge Management.

      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.

      • Configure Knowledge Demand Insights

        Configure the Knowledge Demand Insights feature to identify which topics are missing knowledge articles and creating actionable knowledge gaps for missing topics.

      • Configure solution definitions to find gaps in a knowledge base

        The Knowledge Demand Insights feature finds knowledge gaps by comparing knowledge bases with existing tasks. To enable comparing knowledge bases with a task type, you must first configure similarity and clustering solution definitions.

      • Configure the mapping of solution definitions with task tables

        Configure the combination of the task table and similarity and clustering solution definitions that are processed in a scheduled job for a task type. You can create another demand insights configuration or modify an existing configuration to define a scheduled job for demand insights.

      • Set the frequency of knowledge gap analysis

        Set the frequency of the scheduled job for your task to automatically run knowledge gap analysis.

      • Assign knowledge gap feedback tasks to content authors

        Create assignment rules to assign knowledge gap feedback tasks to authors or groups of content creators.

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

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

      • Pareto chart for Knowledge Demand Insights

        The Pareto chart for Knowledge Demand Insights enables you to visualize candidate knowledge gaps and prioritize the order in which knowledge gaps should be resolved.

      • Demand Insights for Cases dashboard

        The Demand Insights for Cases dashboard enables you as a customer service case manager to identify which cases have no or insufficient knowledge coverage. You can then create feedback tasks for knowledge gaps to deflect such cases.

      • Demand Insights for Incidents dashboard

        The Demand Insights for Incidents dashboard enables you as an incident manager to identify which incidents have no or insufficient knowledge coverage. You can then create feedback tasks for knowledge gaps to deflect such incidents.

      Related concepts
      • Demand Insights for Cases dashboard
      • Demand Insights for Incidents dashboard

      Tags:

      Feedback

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