kb/content_gaps.md

# 📘 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- Outdated content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