Content Hole Identification

You should actively investigate material for new answers by reviewing recently submitted incidents.

Agents can become overwhelmed with assistance requests, and despite their best intentions, they might forget or not have enough time to propose new answers. By continually capturing questions submitted by your customers and crafting new answers that solve those questions, you can publish answers for the most relevant and current issues.

As you search the most recently solved incidents, click the Web Visit tab to see if customers searched or viewed any answers before submitting their incident. In this way, you can find answers that are incomplete or need updating.

Note: Before creating a new answer, search for existing answers that cover the topic. You can avoid duplication by updating an existing answer, rather than creating a new one.