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.