Hi everyone,
I’m pleased to announce that we released the knowledge gaps feature last month which address this exact problem. All Service Hub Pro and Enterprise customers should have access now. If you don’t have access or want to share feedback please do not hestitate to reply on this thread or DM me.
What is it?
Knowledge Gaps is a new page where users can see all the questions the agent responded to with “I don’t know”. Users can also add short answers for such questions so the agent can get it right the next time.
Why does it matter?
Today, a user has to go through every single conversation the Customer Agent has to identify questions the agent could not answer. This is not scalable as the number of conversations goes up. The Knowledge Gaps page makes it fast and easy to identify knowledge gaps and address them.
How does it work?
- Click on “Breeze” in the main navigation and then on “Customer Agent”.
- Navigate to the “Performance” tab and then to “Knowledge gaps”.
- You will see a list of all the questions (clustered into topics) that the agent responded to with “I don’t know”.
- Click on a topic to see the specific questions the agent couldn’t answer.
- Click on the “Create content” button to add an answer (the added answer can be edited any time in the “Content” section)
