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# 📘 7. How to Identify Content Gaps Using Data
*Chat trends, search logs, case reasons, agent conversations*
Data reveals what users really need.
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## 1. Use Search Logs
Identify:
- Zero-result searches
- High-search, low-click terms
- Searches that lead to cases
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## 2. Analyze Support Channels
Look for:
- Repeated questions
- Confusing behaviors
- Missing information
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## 3. Identify “Tribal Knowledge”
If agents rely on memory or Slack threads, content is missing.
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## 4. Build a Content Gap Report
Include:
- Missing articles
- Outdated content
- Conflicting info
- Priority suggestions |