Knowledge Base Content Gap Report Form

Form for capturing recurring support questions, zero-result searches, and unanswered topics that indicate new or updated knowledge base articles are needed.

Submission Overview

• Report Title
  Short summary of the content gap, such as the topic or question pattern.
• Submitted By
  Name of the person submitting the report for follow-up and audit trail purposes.
• Team or Department
  Optional team, queue, or department associated with the gap report.
• Submission Date
  Date the gap was observed or reported.

Gap Source and Context

• Primary Source of the Gap
  Select the main source that indicates the content gap.
• Source Details
  Briefly explain the context, such as the ticket queue, search term, article name, or conversation channel.
• How Often Is This Coming Up?
  Estimate how frequently the question or search appears.
• Estimated Number of Occurrences
  Approximate count of questions, searches, or tickets related to this gap.

Unanswered Topic or Search Gap

• User Question or Search Term
  Enter the exact wording if possible. Avoid including personal data unless necessary.
• Related Product, Process, or Policy
  Identify the product, workflow, policy, or system the question relates to.
• Current Article Status
  Indicate whether existing content is missing, outdated, hard to find, or insufficient.
• Impact Level
  Assess the user or support impact of the gap.

Content Recommendation

• Recommended Action
  Choose one or more actions that would help close the gap.
• Proposed Article Title
  Suggested title for a new or revised article.
• Key Points to Cover
  List the steps, answers, or decision points the article should include.
• Related Links or Existing Articles
  Add links to related content, if available. Use only publicly accessible or internal knowledge base links as appropriate.

Audit Trail and Submission Notes

• Additional Notes
  Include any context that would help the content owner assess the gap. Avoid unnecessary PII.
• May we contact you for clarification?
  Check this box if a content owner may follow up with questions about the report.