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kb/content_gaps.md

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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.
+
+
+---
+
+
+## 1. Use Search Logs
+
+
+Identify:
+- Zero-result searches
+- High-search, low-click terms
+- Searches that lead to cases
+
+
+---
+
+
+## 2. Analyze Support Channels
+
+
+Look for:
+- Repeated questions
+- Confusing behaviors
+- Missing information
+
+
+---
+
+
+## 3. Identify “Tribal Knowledge”
+
+
+If agents rely on memory or Slack threads, content is missing.
+
+
+---
+
+
+## 4. Build a Content Gap Report
+
+
+Include:
+- Missing articles
+- Outdated content
+- Conflicting info
+- Priority suggestions