Knowledge Base Gap Analysis helps identify missing, outdated, or insufficient content in your Knowledge Base. By analyzing support interactions, search patterns, and case data, the system generates recommendations to help improve content coverage, reduce knowledge gaps, and enhance self-service experiences.

Organizations can use these insights to identify topics that require new content, expand existing articles, eliminate inconsistencies, and improve overall knowledge quality.

Configure Knowledge Base Gap Analysis

Create an Insight Group

1. Navigate to Insight Hub.
2. Click Insight Group.
3. Create a new Insight Group or open an existing one.

Configure Analysis Criteria

1. Select the required Case Account.
2. Select the Knowledge Base folders to analyze.
3. Configure the trigger schedule.

4. Set the following metric configuration:

   • Metric: Case Count
   • Aggregation: Sum
5. Under Dimensions, select Case.
6. Configure filters based on the data source you want to analyze.

Configure the Insight Type

1. Under Insight Type, select Knowledge Base.
2. Select the Knowledge Base category to be analyzed.

Important: The selected Knowledge Base folder should contain a sufficient volume of articles. A minimum of 1,000–2,000 articles is recommended for meaningful insights.

1. Save the Insight Group.
2. Activate the Insight Group from the list view.

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Review Knowledge Base Suggestions

After the analysis completes, AI-generated recommendations become available for review.

To access suggestions:

1. Click the New Tab icon.
2. Under Sprinklr Service, select Knowledge Base.
3. In the left pane, click Nomination Messages.
4. Hover over the Options icon next to a suggestion.
5. Select of the following:

• Approve

• Decline

Understand Knowledge Base Insights

Knowledge Base Insights are AI-generated recommendations based on Knowledge Base content, structure, and usage patterns.

These insights can help you:

• Identify content gaps.
• Detect duplicate or overlapping articles.
• Resolve conflicting information.
• Improve content quality and consistency.
• Optimize Knowledge Base coverage based on customer needs.

The recommendations are generated using available support and knowledge data and are intended to guide content improvement efforts.

Create or Update Articles Using Insights

You can use Knowledge Base Insights to improve existing content or create new articles.

Common recommendations include:

• Creating articles for uncovered topics.
• Enhancing incomplete content.
• Merging similar articles.
• Resolving contradictory information.
• Improving article clarity and completeness.

This helps maintain a more accurate and relevant Knowledge Base over time.

Manage Suggestions More Efficiently

Reduce Duplicate Suggestions

Previously generated recommendations that reappeared during subsequent Knowledge Base refinement cycles are automatically removed to reduce duplication.

Automatic Cleanup

Older suggestions are automatically removed, allowing reviewers to focus on the most recent and relevant recommendations.

Use Nomination Manager Filters

Use the available filters in the Nomination Manager to:

• Sort recommendations.
• Review specific suggestion types.
• Prioritize content updates.
• Manage article recommendations more efficiently.

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